ERP Pooling

KEY RESPONSIBILITIES

Will be responsible for acknowledging researching and addressing concerns brought forth after the cruise has been completed Such actions include but are not limited to the answering of inbound rotary calls the in-depth research of complex issues the utilization of departmental resources the application of departmental policies a strong focus on customer retention and first contact resolution and the building of customer relationships and brand loyalty These individuals will have the responsibility of communicating appropriate resolutions to the guest concerns brought forth

ESSENTIAL DUTIES & RESPONSIBILITIES:

Responsible for receiving inquiries and complaints from passengers or travel agents by mail or phone determining nature of problem

• providing appropriate response and entering relevant data in department database
  Responsible for effectively communicating with all relevant shipboard and shore side departments as well as external vendors- and providing appropriate follow-up
  Handles situations which may require adaptation of response- extensive research and advanced problem-solving according to customer response
• Responsible for taking ownership of all customer concerns and ensuring full resolution within departmental timelines
• Financial responsibilities include the ability to thoroughly research all aspects of customer experience and service level to determine appropriate service recovery within compensation parameters and to ensure maximum customer retention
  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
  Responsible for keeping up with any new policies and updates for the following markets: USA UK- AUS & SGP

Any other duties and projects assigned by the Manager or Sr Manager of Guest Experience

KNOWLEDGE & SKILLS

Must possess ability to be a self-starter

• work unsupervised and interact with others
  Must have extensive verbal & written communication skills- Must have ability to compose letters for executives
• Must be able to handle passengers/travel agents with problems in a professional manner

QUALIFICATIONS AND EDUCATION

• Bachelor's degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience
  MS Word- Windows and Excel knowledge required
• 40 wpm typing required