Tier 3, Crew Support and Experience

Position Summary:

The Concierge Agent, Crew Support is a high impact relationship driven position, which requires the ability to anticipate needs, resolve complex issues, be analytical and forward-thinking, with exceptional customer service and technical skills. Position requires dedication to serving our most valued and high-profile crew members. Individual must possess strong communications skills, a strong sense of ownership and must be an expert at consistently providing personalized, thoughtful, seamless and elevated service. Within this role this individual will be responsible for handling all inquiries brought forth by VIP crew members, utilizing the knowledge center and various systems. The Concierge Agent will also be responsible for the timely closure of assigned open cases and adhering to all established KPIs and SLAs. This individual will show familiarity with SQM policies and NAVI SOP's to effectively problem solve. The NAVI Concierge Agent is expected to uphold excellent service standards and must consistently exceed customer expectations.

Essential Duties and Responsibilities:

• Primary point of contact for all in scope VIP crew customer requests.
• Responsible for suggesting service improvements based on VIP crew customer feedback
• Responsible for fulfilling all VIP crew customer requests using the Global Distribution System (GDS) in place (ie. Sabre) arising from the E-1 system.
• Attends to all customer needs received via telephone or written request, and ensure proper encoding of remarks in Salesforce, JDE, Travel Mart, or any other tool used.
• Coordinate arrangements for hotel and transportation bookings through contracted hotels, GDS or other methods as needed to meet the service level.
• Ensures that all crew travel emergencies within six days are attended - including but not limited to travel reprinting of letter of employment (LOE), updating of E1 record, re-scheduling of crew members to meet vessel at very next port of call, etc.
• Ensure full customer satisfaction by responding to open tickets in a timely manner (within established SLAs).
• Stays current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and / or any other material which pertains to shipboard personnel.
• Processes each Passenger Name Record (PNR) within the guidelines provided in SQM for ticketing and quality, balancing cost effective travel itinerary and satisfactory routing.
• Works closely with port logistics and scheduling team on crew related matters to ensure a fast and efficient resolution to any situation.
• Coordinates logistics for "just in time" sign on/off, acting as a liaison between Corporate Travel, shipboard management and external hiring sources.
• Provides functional areas within Fleet Operations with systematic information supporting an effective par level planning process and related procedures. This includes communication with HR Center/Crew Office regarding any last-minute changes to a travel itinerary, shipboard employee joining date due to an unforeseen delay, etc.
• Assess financial implication of decisions that has to be carried out to resolve emergency travel situations
• 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 supervisor or management.

Financial Responsibilities

• Ability to analyze cost impact for travel needs associated with the movement of personnel within the fleet.
• Maintain fleet at par so that payroll shipboard is not negatively impacted.
• Responsible for ensuring best booking practices so to manage the Travel Budgets of shipboard and shore side

Qualifications:

• 4-year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions: workforce scheduling, succession planning, recruiting and/or logistics services.
• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails.
• Relevant work experience as an International Travel Agent or NAVI Agent.
• Strong attention to detail and organizational skills.
• Passion for service excellence and proven ability to manage sensitive and complex issues

Knowledge and Skills:

• Customer Service skills.
  Must have impeccable interpersonal skills and be able to provide great support to our VIP crew customers.
• Planning & prioritization.
  Determine the necessary sequence of activities and the efficient level of resources required to achieve an efficient and effective schedule and itinerary.
• Organizational skills.
  Proven track-record for utilizing an established structure for follow-up, productivity, efficiency and performance.
• Problem solving.
  Evaluate a problematic situation and create a resolution based on planning and reasoning. Use logic, judgment, and data to drive decisions.
• Analytical skills.
  Visualizes, articulates, and solves problems and make decisions that make sense based on all available information.
• Aptitude for technology.
  Quickly learn and apply knowledge, skills, and judgment by assessing and translating information technology into responsive and effective planning solutions.
  Working knowledge of computers, internet and navigate within a variety of Microsoft software packages. Knowledge of industry programs (E1, AS400, MAPS, Remedy or other systems) as required.
• Soft skills.
  Exudes empathy, compassion, grace and a calming presence in all interactions. Excellent command of the English language to understand, translate and interpret procedures. This includes the ability to relay and receive instructions (written and verbal) to effectively present information and respond to questions from management, co-workers, and shipboard employees.
  Ability to communicate verbally and in writing, gather and relay information in a multinational and multilevel environment.
• Business.
  Working knowledge of general shipboard functions on a cruise ship, and the general concept of the shipboard organization. Working knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.