Service Specialist

Service Specialist is responsible for delivering high-quality customer service to guests in a fast-paced call center environment.

Responsibilities

• Handle inbound service calls from guests and prospective passengers
• Identify caller needs and resolve issues to achieve the highest level of customer satisfaction
• Make outbound calls and provide additional information as needed
• Provide technical assistance to callers as needed; assistance to callers with requests. Requests may include itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
• Maintain individual service quality goals, and adhere to the Call Center metrics for improved customer satisfaction results; maintain customer records in CRM tool
• Ensure accurate and timely service and respond quickly and proactively to customer requests
• Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field
• 1+ years of call center experience
• Strong customer service and problem-solving skills
• Comfortable working in an office-based environment
• Strong time management and multitasking abilities
• Excellent verbal and written communication skills in English
• Proven ability to deliver first-call resolution
• Ability to build strong client relationships and adapt communication style to individual customer needs
• General knowledge of world geography
• Proficiency in basic computer applications and office equipment, including working knowledge of MS Office (Excel, Outlook, Word) and familiarity with web conferencing tools such as Zoom or Microsoft Teams
• Willingness to work scheduled shifts aligned with international time zones, including weekends and public holidays as required