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
Requirements