Rep, Correspondence OneTouch

Great vacations begin with great employees!

Royal Caribbean Cruises Ltd. is the second largest leading and revolutionary cruise line. The company operates under the Royal Caribbean International, Celebrity Cruises and Azamara Club Cruises brands. Currently the fleet has 34 ships in service visiting over 180 attractive destinations.

Combine your experience and sense of adventure by joining our exciting land-based team of employees. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation and benefits package, excellent career development opportunities, each offering unique ways to explore the world.

Join our Team as a Correspondence Representative!

Position Summary:

One Touch is a brand-wide initiative dedicated to delivering uncompromising, individualized service to our guests. The position requires the ability to work and thrive within a five-star, Modern Luxury culture.

The One Touch Correspondence Representative addresses a wide variety of guest needs, both pre- and post-sailing. They will respond to all email, fax and letter inquiries from guests in an expedient manner, providing resolution in one contact through telephone call outs and highly personalized correspondence, to ensure the delivery of luxury service in alignment with the brand vision. The One Touch Correspondence Representative is adept at analyzing the subtleties of written text and is, thus, able to accurately assess guest needs and add personal recommendations and touches to achieve maximum customer satisfaction. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. This position supports the brand's need to satisfactorily meet the demands of those guests who prefer the convenience of email interactions, as well as those who find comfort in mailing a physical letter.

Essential Duties and Responsibilities include:

Receive and respond to general and complex pre and post cruise customer service inquiries. Resolve concerns by phone/email.  Own all guest interactions and serve as a point of contact. Resolve customer complaints; assist with inquiries; follow up accordingly throughout resolution process. Promote Captain's Club loyalty program; keep meiculous records using internal Celebrity Computer Systems; Focus on brand imporvement and make recommendations to management. Provide basic service to customers as they book cruises, etc.

Financial Responsibilities:

Understand guest value to the brand by researching all aspects of customer service experience. Regularly make decisions regarding the appropriate level of financial compensation required to warrant continued guest satisfaction. Analyze guest financial information and brand value in every interaction.

Qualifications:

College degree in Hospitality strongly preferred; or relevant front office experience in a luxury hotel.

Cabaility to multi task, pay attention to detail, and be proactive while delivering outstanding luxury service in a creative, positive and focused manner.

Capacity to think independently and research as well as demonstrate sound judgment, effective reasoning, proven problem solving abilities and effective decision making skills. Demonstrate excellent follow up and organizational skills and ability to work flexible schedules, including days, evenings, weekends and holidays to accomodate operation. Proficient in Engish.

Knowledge & Skills:

Ability to relate to customer needs while keeping the companys best interest in mind.  Ensure follow up occurs and deadlines are met within a timely manner for all internal and external customers. Exhibite strong interpersonal skills, in addition to exceptional oral and written communication skills. Work harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side. Commincate effectively with all external and internal customers through both verbal and written interactions. Hold advanced knowledge of the company systems; policies and procedures; display proficiency in MS Windows, MS Office; etc.  Comply with internal policies and guidelines and conduc standards. Ability to work in a call center environment. Perform work comfortably in a sitting position while viewing a computer screen for extended amounts of time. Hear and speak clearly using a telephone headset for purposes of continously answering telephone calls.

Physical demands:

The employee is required to sit regularly; stand, write, review and type business correspondence, reports, compile data, operate a PC, communicate, listen, and assess informatio. Move about the office complex, may travel to other office locations and may lift, pull or move 10 to 15 lbs. Visual requirements include distant, close and color vision, ability to focus and view a computer moniter consistently.

Work Environment:

Ability to work inside and outside of the office.