Remote Guest Care Support Agent ID-11612
About the position
The Guest Care Support Agent is a vital role within Carnival Cruise Line, responsible for delivering exceptional service to guests by addressing their inquiries and concerns in a timely and professional manner. This position involves a variety of tasks, including responding to post-cruise issues related to weddings, travel services, lost and found items, and more. The agent must communicate effectively through written correspondence and phone calls, ensuring that all guest requests are handled with compassion and efficiency. In this role, the agent will review and investigate guest concerns, providing updates and resolutions while maintaining a high level of guest satisfaction. The agent will leverage their knowledge of the company's products and services to resolve complaints and foster brand loyalty. Additionally, the agent will be responsible for documenting interactions accurately and maintaining compensation data to ensure proper processing of refunds and credits. The Guest Care Support Agent will also engage with other departments as necessary to resolve guest issues and will participate in regular meetings to share insights and improve service quality. This position requires a commitment to ethical practices and a dedication to creating a positive experience for all guests.
Responsibilities
- Provide courteous and competent services to ensure all guest requests are addressed in a timely manner.
- Communicate and respond to guests via written correspondence and inbound/outbound calls regarding post-cruise concerns.
- Review and investigate guest concerns related to various topics such as weddings, travel services, and lost & found items.
- Deliver timely updates to guests on matters requiring thorough research to maximize early resolution of issues.
- Leverage knowledge of products and complaint resolution skills to ensure high levels of guest satisfaction.
- Contact guests as per their request and follow up to ensure their issues are resolved satisfactorily.
- Engage with Lead Agents and leadership on challenging guests and sensitive issues.
- Gather information to fully investigate and respond to complaints and inquiries, evaluating guest lifetime value and complaint history.
- Assist the Support team with administrative tasks as needed, including photo/video case research and correspondence call-backs.
- Initiate iCare files and document guest interactions accurately, including issue type and resolution details.
- Participate in structured Q&A meetings to share insights and engage in feedback sessions.
- Identify and share lessons learned from complaints and inquiries for service improvement.
Requirements
- High School diploma required; Associate degree in business administration or management preferred.
- 1+ years of customer service experience in a call center environment, preferably in the travel industry.
- Experience handling a high volume of customer escalations is required.
- Proficient in Microsoft Outlook, Word, and Excel.
- Strong conflict resolution and de-escalation skills.
- Ability to work independently to resolve problems and queries based on experience.
- Excellent English written and verbal communication skills.
- Exceptional telephone skills with a friendly and pleasant manner.
- Proficiency with computers, especially CRM software.
- Ability to multi-task, set priorities, and manage time effectively.
- Detail-oriented with excellent documentation skills and a sense of personal accountability.
Nice-to-haves
- Experience in the cruise or travel industry is a plus.
- Bilingual skills may be beneficial for guest interactions.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Employee stock purchase plan
- Health insurance
- Paid Time Off
- Sick Time
- Vacation Time
- Complementary stand-by cruises
- Tuition reimbursement
- On-site preschool program
- Wellness center and health clinic at Miami campus
