Service Specialist

Open 15d

Service Specialist is responsible for delivering high-quality customer service to guests in a fast-paced call center environment.

Responsibilities:

Handle inbound service calls from guests and prospective passengers
Identify caller needs and resolve issues to achieve the highest level of customer satisfaction
Make outbound calls and provide additional information as needed
Provide technical assistance to callers as needed; assistance to callers with requests. Requests may include itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
Maintain individual service quality goals, and adhere to the Call Center metrics for improved customer satisfaction results; maintain customer records in CRM tool
Ensure accurate and timely service and respond quickly and proactively to customer requests

Requirements

Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
1+ years of call center experience
Strong customer service and problem-solving skills
Comfortable working in an office-based environment
Strong time management and multitasking abilities
Excellent verbal and written communication skills in English
Proven ability to deliver first-call resolution
Ability to build strong client relationships and adapt communication style to individual customer needs
General knowledge of world geography
Proficiency in basic computer applications and office equipment, including working knowledge of MS Office (Excel, Outlook, Word) and familiarity with web conferencing tools such as Zoom or Microsoft Teams
Willingness to work scheduled shifts aligned with international time zones, including weekends and public holidays as required

What this application asks