Responsibilities:
1. Customer Service:
- Provide exceptional customer service to the Business Development team and premium guests via multiple communication channels.
- Address and resolve inquiries, concerns, and requests in a timely and efficient manner.
- Maintain a high level of product knowledge to assist guests with detailed information about cruise itineraries, onboard experiences, and other services.
- Respond efficiently and accurately to members, explaining possible solutions and ensuring that clients feel supported and valued.
- Understand and strive to meet or exceed call centre metrics while providing excellent and consistent customer service.
2. Booking and Allotments:
- Manage booking processes and cabin allotments.
- Ensure accurate and efficient handling of reservations and related inquiries.
3. Issue Resolution:
- Handle complex and escalated issues with professionalism and empathy.
- Liaise with other departments to resolve members’ issues and ensure a seamless experience.
4. Training and Development:
- Participate in ongoing training programs to stay updated on company policies, products, and services.
- Take part in training and other learning opportunities to expand knowledge of the company and position.
- Share best practices and assist in training new team members.
5. Internal Communication:
- Ensure to follow all processes which enhance and streamline communication between internal and external customers.
- Maintain complete knowledge of departmental policies, procedures, and service standards.
6. Adhoc Duties:
- Perform any relevant adhoc duties as assigned by management.
QUALIFICATIONS AND EXPERIENCE
- Preferably with Customer Service experience
- Proficiency with Microsoft Office including Excel, Word and Outlook.
- A target-driven attitude.
