IGTS Admin

Journey with us Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group We are proud to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations and the best people Together we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests

Royal Caribbean Group's International Guest and Trade Service Team has an exciting career opportunity for a full time IGTS Admin & E-mail Specialist

Position Summary:

The Admin & Email Specialist's (AES) primary focus is to elevate the guest experience through responding to emails received in key inboxes from our Direct and Trade booked guests and managing administrative processes The AES is passionate about meeting productivity targets while reaffirming the guests' decision to book with RCG brands The ideal candidate is a self-motivated person who enjoys working in a collaborative environment

Essential Duties & Responsibilities:

Uses excellent written communication skills to effectively interact with internal and external customers via email This includes being able to convey information clearly and concisely

• as well as being able to understand and respond to customer enquiries

Their primary responsibility is responding to emails received in key inboxes according to published KPIs
Has the ability to assist in all brand loyalty processes procedures and inquiries including

• but not limited to Crown & Anchor and Captains Club mergers and program benefits utilizing relevant tools

Additional responsibility includes process reports and other administrative tasks which act as a check and balance of our daily business operations to ensure compliance with published guidelines
Maintains current knowledge of all brands' promotions ship features and changes in internal policies within Knowledge Desk
Responsible for tracking their own productivity on their assigned tasks which is then audited by their direct supervisor
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 leadership team

Financial Responsibilities:

Making sound financial decisions in the execution of service recovery as outlined by senior management

Qualifications:

Minimum 6 months' experience in a call center environment required

Minimum of 1-year experience working in a customer service/ sales-based role
Ability to multi-task pay attention to detail and be proactive while delivering outstanding service in a creative positive and focused manner
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 written and spoken English

Knowledge and Skills:

AS400/GUI Required Microsoft Office Teams

• Siebel and LivePerson applications
  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- Possess excellent interpersonal skills
• Ability to work across departments
  Good communications skills- both written and verbal
  Ability to develop relationships with all customers- internal and external
• Must be able to sit at a call center workstation for extended periods

Physical Demands:

The employee is regularly required to sit stand write review and type reports compile data and operate a pc The employee communicates listens compares variables and assesses information The employee regularly moves about the office complex and may climb descend lift or move 10 pounds

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations The environment includes office location may travel to other office locations and /or moving inside/outside the office A high noise level is possible if visiting shipboard or offsite This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position Employee will be required to perform any other job-related duties assigned by their management team

We know there's a lot to consider As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon

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 RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment