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