Call Center Advocate Global Guest Experience

Position Summary

Your primary objective is to provide a personalized luxury exceptional service for our guests. You will be responsible for answering guest queries via phone and/or email and resolving their issues from the time the guest checks in, during their sailing, and after the cruise has been completed. You will be tasked with managing de-escalations, ensuring that the complex or sensitive guest concerns are resolved promptly and effectively. With a keen eye for detail and a passion for excellent guest service, seeking the best outcome for our guests will be top priority. You will ensure that the guest feels heard and understood, strengthening relationships between Silversea and our guests as well as the travel partners.

Essential Duties And Responsibilities

• Responsible for receiving inquiries and complaints from guests or travel agents via e-mail, phone, and chat determining nature of problem, providing appropriate response and entering relevant data in department database.
• Responsible for effectively communicating with all relevant shipboard and shore side departments, as well as external vendors, and providing appropriate follow-up and updates.
• Responsible for taking ownership of all guest concerns and ensuring full resolution within departmental timelines. Handles situations which may require adaptation of response, extensive research and advanced problem-solving according to the guest response.
• Financial responsibilities include the ability to thoroughly research all aspects of guests’ experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention.
• Responsible for keeping up with any new policies and updates for the following markets: USA, UK, AUS & SGP.
• 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. Any other duties and projects assigned by the Manager or Sr. Manager of Guest Experience.
  
  

• Bachelor’s degree (BA) preferred; or two to three years’ customer service experience; or equivalent combination of education and experience.
• Good administration and computer skills, especially MS Word, Windows and Excel knowledge required
• 40 wpm typing required.
  
  

• Must demonstrate excellent negotiation and decision-making skills, while staying engaged with our guest and travel partners.
• Must possess ability to be a self-starter, work unsupervised and interact with others.
• Must have the ability to multi-task. Comfortable in a fast-paced, consistently changing environment.
• Must have extensive verbal & written communication skills. Must have ability to compose letters for executives.