Job Description

Qualifications and SkillsStrong communication skills with the ability to interact professionally with diverse customer groups and resolve issues effectively.Proven experience in a customer service role, preferably within the travel, hospitality, or service industry.Must be detail-oriented with the capability to manage multiple tasks simultaneously in a fast-paced environment.Ability to manage and process customer inquiries and complaints in a friendly and professional manner.Proficient in using customer relationship management (CRM) software and other related technologies.Must possess excellent problem-solving skills needed to quickly address and resolve travel-related concerns.Strong organizational skills and the ability to handle high-pressure situations with a positive attitude.Flexibility to work shifts, including evenings, weekends, and public holidays as required by the cruise industry. Roles and ResponsibilitiesProvide exceptional customer service support, addressing inquiries, bookings, and travel-related questions efficiently.Handle customer complaints diplomatically, ensuring prompt resolutions to enhance satisfaction and retention.Liaise with different cruise departments to provide accurate information and ensure seamless guest experiences.Assist in onboarding processes for new passengers, ensuring their expectations are understood and met.Update and maintain accurate passenger records and preferences in the CRM system.Receive feedback and suggestions from guests and relay this information for continuous service improvement.Collaborate closely with sales and marketing teams to promote special offers and amenities to passengers.Adhere to all company policies and standards while promoting a professional image of the cruise line.