Cruise Reservation Specialist
2 weeks ago
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
Minimum Requirements:
- 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)
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