Resolution Specialist, Guest

3 hours ago

Pasay, Philippines Royal Caribbean Group Full time

Position Summary Resolution Specialist provides comprehensive resolution to agents with complex guest‑related concerns, issues, and requests to the highest professional standards. The specialist is responsible for tracking the progress of agents and recommending performance improvement plans for those who are not meeting established standards. Essential Duties and Responsibilities Shore‑based resolution specialist that functions both direct and trade program/account. Provides comprehensive resolution to agents with complex guest‑related concerns, issues, and requests. Monitors and audits assigned team/agents in accordance with Celebrity Cruises requirements. Provides personal and proactive feedback to agents both one‑on‑one and in group settings. Assists with escalation when the organization deems it essential. Tracks progress of agents; recommends performance action plans for agents who are not meeting established standards. Works with supervisors and management to ensure that all agents meet quality standards. Monitors phone calls to ensure agents comply with the Quality standard set by Celebrity Cruises. Provides coaching feedback to agents in the most effective and efficient manner for handling phone calls without sacrificing customer service, while achieving the stated goals. Facilitates Quality orientation to new hire agents. Creates Root Cause Analysis reports to determine which parts of the compliance metrics negatively affect the program and suggests process improvement. Participates and conducts weekly calibration sessions. Knowledge and Skills Minimum 3 years of experience in quality, and handling escalations. Demonstrates ability to solve complex problems using critical‑thinking skills. Works effectively with others by establishing and maintaining positive working relationships built on mutual respect and trust. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Location Manila, National Capital Region, Philippines #J-18808-Ljbffr

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