Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.
Royal Caribbean Group’s Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.
Position Summary:
The primary objective of the Silversea Guest Experience Management Escalation Advocate is to provide personalized, exceptional luxury service to our guests through both verbal and written communication. You will be responsible for supporting multiple international markets, including the US, UK, APAC, and Australia. You will serve as subject matter experts, managing escalated calls and emails from guests, the executive team, the leadership team, and other internal departments to provide the best-fit resolutions for guest satisfaction. You must possess strong decision-making skills in handling complex cases, maintain professional and helpful relationships with all parties, and act as a mentor and resource for team members.
Essential Duties and Responsibilities:
* Delivers exceptional customer service through professional communication skills, both via telephone and written correspondence. Serves as the subject matter expert for GEM, assisting callers with specialized skills and programs. Offers recommendations on recurring service failures, process improvements, and training opportunities.
* Addresses post-cruise issues for individuals, travel agents, and groups, including service failures on guest journey related to components of the fare package inclusions that were not delivered as expected. Prepares workflows and compensation as needed, ensuring their completion.
* Manages escalated customer situations with the highest level of skill, using effective communication techniques to de-escalate callers. Resolves guest and travel partner complaints directly or by coordinating with other internal departments.
* Offers guidance to frontline team members on communication techniques and resources to promote self-sufficiency. Assists frontline team members with reservation issues and provides compensation when warranted.
* 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.
Qualifications, Knowledge and Skills:
* Associate’s degree (AA) or Bachelor’s degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience.
* A minimum of six months to one year of customer service experience is required.
* Experience in customer-facing written communication is preferred.
* Good administration and computer skills, especially MS Word, Windows and Excel knowledge required.
* 40 wpm typing required.
* Exceptional customer service skills, utilizing active listening and diplomacy effectively.
* Proficiency in using de-escalation techniques to handle challenging customer situations.
* Strong judgment and decision-making skills. Excellent problem-solving, research, and analytical skills with strong attention to detail.
* Extensive product knowledge and a willingness to go above and beyond to obtain information for both internal and external customers.
* Familiarity with company websites, vendor websites supporting Silversea programs, and the Knowledge Desk.
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law.
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