JOB SUMMARY:
The Agent, Resolutions is responsible for providing advanced customer service to
guests, travel partners, and internal departments ensuring that good customer
relations are maintained and customer claims and complaints are resolved fairly,
effectively and in accordance with rules, regulations and company policy. The
incumbent in this role addresses complex issues to ensure a high level of
customer satisfaction. The Agent, Resolutions handles escalated guest inquiries
and provides savvy solutions providing accurate information about products,
services, and policies.
ESSENTIAL FUNCTIONS:
Provides accurate information about products, services, and policies,
ensuring customers receive prompt and effective assistance. Works towards
one-call resolutions by creatively thinking of solutions that benefit both
the guest and the company.
Collaborates with various departments to resolve issues, document
interactions and resolutions, and contribute to the continuous improvement of
service processes.
Handling escalated guest inquiries and providing savvy solutions, considering
the business and guest satisfaction. Troubleshoot and resolve guest issues,
escalating complex problems to higher-level support or relevant departments
as necessary.
Partners with Coach to ensure consistent service quality. Participates in
team meetings and training sessions to stay informed and improve skills.
Expectations are to meet and/or exceed performance metrics.
Ability to follow Contact Center guidelines, maintain excellent attendance
and punctuality.
Support other areas by handling incoming service calls, contributing to our
collective success during peak times.
QUALIFICATIONS:
High School Diploma or GED
1+ years Minimum of customer service experience required
Customer service experience in a hospitality industry or Contact Center
preferred
Ability to follow Contact Center guidelines, maintain excellent attendance
and punctuality.
Excellent verbal and written communication.
Active listening and empathy.
Ability to troubleshoot and resolve issues effectively, in accordance with
Carnival’s established protocols and procedures.
Creative thinking to find solutions for unique problems.
Basic technical support and troubleshooting abilities.
In-depth understanding of Carnival’s products and services.
Ability to convey information clearly to customers.
Efficiently handle multiple tasks and prioritize workload.
Ability to manage time effectively in a fast-paced environment.
Strong commitment to providing excellent customer service.
Ability to understand and anticipate guest needs.
Ability to build and maintain positive relationships with guests.
Patience and professionalism in dealing with difficult guests.
Accuracy in documenting guest interactions and requests.
Flexibility to handle a variety of guest interactions and issues.
Ability to adjust to new processes and technologies quickly.
Ability to work collaboratively with team members and other departments.
Willingness to share knowledge and assist colleagues.
Ability to manage and regulate emotions in stressful situations.
Understanding and responding appropriately to the emotions of others
Must be able to remain in a stationary position at a desk and/or computer for
extended periods of time
ETHICS & COMPLIANCE:
In addition to other duties/functions, this position requires full commitment
and support for promoting ethical and compliant culture. More specifically, this
position requires integrity, honesty, and respectful treatment of others, as
well as a willingness to speak up when they see misconduct or have concerns.
At Carnival, your total rewards package is much more than your base salary. All
non-sales roles participate in an annual cash bonus program, while sales roles
have an incentive plan. Director and above roles may also be eligible to
participate in Carnival’s discretionary equity incentive plan. Plus, Carnival
provides comprehensive and innovative benefits to meet your needs, including:
Health Benefits:
Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability
coverage
Financial Benefits:
401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays – All full-time and part-time with benefits employees receive days
off for 7 company-wide holidays, plus an additional floating holiday to be
taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level
start with 14 days/year; director and above level start with 19
days/year.
Sick Time – All full-time employees receive 80 hours of sick time each
year.
Other Benefits
Complementary stand-by cruises, employee discounts on confirmed cruises,
plus special rates for family and friends
Personal and professional learning and development resources including
tuition reimbursement
ONLY APPLICANTS IN FL, GA, TX, NC CAN APPLY
#LI-BM1
#LI-Remote
About Us
At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and
memorable vacations at a great value. As the world’s most popular cruise line,
we offer a variety of unique experiences across our fleet, ensuring that every
voyage is filled with excitement and discovery. From world-class entertainment
and dining to exploring stunning destinations, we create lasting memories for
our guests while maintaining a dedication to the places we visit and the lives
we touch.
Join us and embark on a career that offers not only the chance to grow
professionally but also the opportunity to be part of a global community that
makes a difference.
In addition to other duties/functions, this position requires full commitment
and support for promoting ethical and compliant culture. More specifically, this
position requires integrity, honesty, and respectful treatment of others, as
well as a willingness to speak up when they see misconduct or have concerns.
Carnival Corporation and Carnival Cruise Line is an equal employment
opportunity/affirmative action employer. In this regard, it does not
discriminate against any qualified individual on the basis of sex, race, color,
national origin, religion, sexual orientation, age, marital status, mental,
physical or sensory disability, or any other classification protected by
applicable local, state, federal, and/or international law.
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