We’re seeking a dedicated, customer-focused professional to join our Customer Xperience Center (CXC), where delivering elevated service is at the heart of everything we do. As part of this team, you’ll play a vital role in creating consistent and personalized hospitality experiences that meet customers wherever they are—whether through phone, email, chat, or social media.
The ideal candidate is passionate about helping others, comfortable using technology to enhance service, and eager to collaborate with a team that shares a commitment to excellence. If you thrive in a fast-paced environment, enjoy solving problems with empathy, and take pride in making a positive impact, then CXC could be the perfect fit for you.
The CXC Specialist serves as a key point of contact for guests, travel agents, and shipboard personnel, delivering exceptional hospitality while managing inquiries and resolving complaints related to Celebrity Cruises products and services. This role involves promptly responding to guest requests, promoting the Captain’s Club loyalty program, and maintaining accurate records of guest information and preferences. The Specialist also provides web support, assists onboard team, and collaborates with shore-side teams to ensure seamless service. Committed to continuous improvement, the CXC Specialist upholds company protocols, fosters a positive work environment, and plays a vital role in enhancing guest satisfaction and retention.
Key Responsibilities
- Owns all guests, travel agent and ship-board interactions and serves as a point of contact, providing the highest level of hospitality and professionalism while also accommodating special requests whenever possible.
- Responds to guest requests in an accurate and timely manner, making recommendations regarding brand products and services when appropriate. Builds positive relationships with our guests.
- Resolves customer complaints and assists with all inquiries pertaining to Celebrity Cruises products and services. Handle requests and situations that require extensive research, the utilization of advanced problem-solving skills, and the ability to adapt. Sets appropriate customer expectations and follows up accordingly throughout the resolution process
- Keeps meticulously accurate and detailed records of our guests’ personal information, contact details, sailing history and vacation preferences. Uses appropriate internal systems to research and gather the information needed to appropriately respond to a guest’s inquiry or concern. Utilizes such systems to also quote rates, confirm reservations, and assist with the purchase of products, including amenities, shore excursions, packages and other items that will enhance the vacation experience for our guests.
- Promotes the Captains Club loyalty program and caters to its members by administering benefits and addressing any program-related concerns. Has the ability to assist in all Captains Club processes, procedures and inquiries including, but not limited to Captains Club mergers, program benefits, utilizing My Celebrity and Siebel Loyalty, the proper application of qualifying promotions, etc.
- Provides web support for our customers including but not limited to Navigation, online check-in, My Celebrity, etc. Assists onboard Guest Relations Managers and Officers by serving as a shipboard / shore side liaison, provides guidance to onboard staff with complex guest concerns including
- recommendations on compensation, and resolving reservation discrepancies. This position specializes in guest satisfaction, problem resolution, and identifying ship-to-shore efficiencies.
- Receives and responds to both general and complex customer service inquiries sent via e-mail, fax, and mail pre, during and post-cruise. Makes every effort to resolve inquiries by providing detailed, compassionate, personalized, and intuitive responses by phone call to best promote the brands One Touch philosophy. When unable to respond via phone, customized email or letter responses are crafted to address customer concerns
- Possesses a full understanding of established industry and company protocols and procedures. Understands and complies with departmental standards and established metrics. Attends required training classes, completes required online training courses and satisfies completion standards.
- Performs other duties as required. (This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.)
- Understands and can discern guest value to the brand by researching all aspects of the customer experience. Regularly makes decisions regarding the appropriate level of financial compensation that may be warranted to ensure continued guest satisfaction this pertains to negotiating refunds, special faring and the issuance of Future Cruise Certificates, Letters of Credit, Onboard Credits, and amenities. Analyzes guest financial information and brand value in every interaction. Drives the continuous improvement of guest and brand revenue through the active retention of high value guests.
- Relates to the customers’ needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.
- Exhibits strong interpersonal skills and fosters a diverse and respectful workplace. Seeks ways to support team efforts while contributing to overall organizational success.
- Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side.
- Communicates effectively with all external and internal customers through both verbal and written interactions.
- Holds knowledge of company contact center systems; policies and procedures relating to cruise reservations; Casino member programs; and all sales, marketing, and revenue promotional offers.
- Displays proficiency in Microsoft Windows, Microsoft Office applications.
- Complies with internal policies, guidelines and conduct standards, while making decisions and delivering WAYS values on every interaction.
- High attention to detail on all interactions, accurately verifying guest information and recording data, both text and numeric information, at a rate of at least 35 wpm from both spoken and printed sources.
- Possesses the ability to work in a call center environment (open cubicles near others, exposure to continuous background noise, etc.).
- Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks, and lunches).
- Hears and speaks clearly using a telephone headset to continuously answer inbound telephone calls.
Qualifications and Education
- High School graduate, GED, or relevant hotel/hospitality experience preferred.
- Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive, and focused manner.
- Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem-solving abilities and effective decision-making skills.
- Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day operation.
- Proficiency in English. Fluency in a secondary language would be an added advantage
Physical Requirements
- The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 to15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside and outside the office
- Ability to see (visibly) computer monitors, use fingers, hear customers via phone and in person. Specific vision abilities required include close vision and ability to adjust focus. The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee regularly moves about the office complex, and may climb, descend, lift, or move 10 pounds.
- It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
- It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
How Has The Job Changed/Grown
The Celebrity Way is an industry defining service culture of the brand’s unwavering commitment to elevating every moment for our customers, guests and each other alike. It drives us to continuously pursue excellence, uphold the highest standards and foster an environment of inclusion and mutual growth.
Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction. By delivering Consistent, Elevated, and Hospitality-driven experiences, we nurture employee and guest loyalty, forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality.
Working Conditions
This is a remote position that requires strong internet connection via an ethernet chord to work from home in a quiet, undisrupted area of applicant’s choice. Requirement to sit, stand, and look at computer monitors for an extended period of time with an expected work week no less than 40 working hours. Office visits may be required.
