Cruise Reservation Specialist

Job Description

Job Overview:

• Handling support Calls for Holland America Line brand, assisting guests and travel advisors in managing existing bookings to
• recommend, confirm, and manage gift orders, adding dining and dietary requests, booking shore excursions, onboard cabanas and
• ancillary services onboard.
• May include pre-booking, pre cruise and post booking concerns from both direct guests and travel advisors
• May need to escalate specific call types that require supervisor / manager intervention to resolve guest/TA issue where a Ship to Shore Coordinator access is limited on supporting the customer
  
  

• Agents are expected to be willing to report onsite and be amenable to do graveyard shift, including weekend shift as this is a US account.
• Service driven individual with proven work experience in customer service environment
• Providing positive customer experience as well as effective verbal and written communication skill, including effective email
• writing
• Able to work autonomously but able to recognize when additional support is needed on handling customer interactions and transactions
• Able to navigate multiple systems
• Attention to detail
• Must be willing to be on mostly US hours and shifting hours
• Intensely immersed in navigating different systems and knowledgebase
• Experience with call center environment in handling customer voice interactions (preferred)