Agent, Guest Care Support

The Guest Care Support Agent is responsible for providing courteous and competent services to ensure all guests requests are provided in a timely and efficient manner. This position is responsible for communicating and responding via written correspondence and inbound/outbound contact to guests for post-cruise concerns related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue in a prompt, compassionate and professional manner.

Essential Functions:

• Reviewing/investigating and responding to guests concerns/calls related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security/Sensitive Matters, Sail & Sign, Travel Hotline and any other issue with promptness, compassion, and professionalism. Ensure delivery of timely updates to guests on matters requiring thorough research, maximizing early resolution of issues, minimizing further problems for guests, and keeping guests always updated. Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction and foster brand loyalty. Sustain an optimal and feasible level of productivity and quality standards by consistently balancing work demands with available resources and time constraints

• Contact guests as per their request and/or on escalated matters as outlined in department policies and procedures. Ensure comprehensive and effective responses in order to support the guaranteed customer satisfaction.

• Contact appropriate individual or department (i.e. security, shipboard guest services, hotel operations, accounting, and Care Team) as necessary to handle guest call, request, or issue, and follow up with guest to ensure their request has been resolved to their satisfaction

• Engage with Lead Agents and/or leadership team promptly and proactively on “challenging” guests, recurring themes, and sensitive issues with media potential for immediate action. Gather information required to fully investigate and respond to complaints, guest inquiries, and complex queries which includes evaluating guest lifetime value and complaint history to determine if additional consideration is needed

• Initiate iCare files and accurately document guest interaction, issue type, detailed 

• information regarding root cause of the issue and resolution. Maintain and input precise 

• compensation data to ensure refunds/credits are processed correctly.

• Assist Support team with administrative tasks, as needed (ability to flex responsibilities as work volume dictates, i.e. assist with photo/video case research, PRU, correspondence call-backs)

• Regularly partake in structured Q&A meetings, dedicating time to dig into specific cases, share valuable insights, and engage in constructive feedback sessions. Support the regular identification and sharing of lessons learnt from complaints, members inquiries and complex/ escalated issues which can be used for service improvement.

Knowledge, Skills & Abilities:

• Proficient in Microsoft Outlook, Word/Excel. 

• Technical knowledge and adept at navigating multiple programs and applications simultaneously 

• Strong conflict resolution and de-escalation skills

• Ability to work independently to resolve problems and queries based on experience 

• Strong keyboarding skills and ability to work with multiple computer applications 

• Excellent English written/verbal communication skills Exceptional telephone skills – 

• Friendly and pleasant manner along with active listening and a willingness to engage with callers (incoming and outgoing) 

• Proficiency with computers, especially with regards to CRM software

• Track record of delivering exceptional guest or client experience. 

• Customer focus and adaptability to differe