advocate, guest experience correspondent (remote/ VIRTUAL workplace)Royal Caribbean Cruises

Position Summary:
Will serve as the point of contact for correspondence pre-cruise, post-cruise and for loyalty. GEM Correspondence Advocates must demonstrate an upbeat and friendly disposition, exceptional written communication skills, and a strong commitment to guest satisfaction. This position will require the candidate to have a high level of competency in writing, grammar and punctuation as many responses will be sent via e-mail or letter while also making outgoing calls when needed.
Essential Duties and Responsibilities:
Receives and responds to complex customer service inquires via mail, fax, and e-mail. Handles situations which require adaptation of response, extensive research, and advanced problem solving according to customer correspondence. Enters information into a computer database for the purpose of tracking each customer issue
Responsible for effectively communicating with all relevant shipboard and shore side departments, as well as external vendors, and providing appropriate follow-up
Responsible for taking ownership of all customer concerns and ensuring full resolution within departmental timelines
May also handle inbound telephone calls in order to assist call center during peak periods or when designated by management. Calls are non-routine and require deviation from standard screens, scripts, and procedures
Agents are responsible for ensuring quality assurance average remains within departmental parameters
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor or management
Attends required training classes, completes required on-line training courses and satisfies completion standards. May be assigned to special projects and may serve on employee committees
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. Employees will be required to perform any other job-related duties assigned by their supervisor or management
Requirements, Qualifications, Knowledge, and Skills:
High School graduate required; 2 years of college education preferred
Two years customer service industry related experience required
MS Word, Windows and Excel knowledge required
40 wpm typing required
Must have understanding of English language and grammar, as well as outstanding verbal and written communication skills
Typically requires three to five years of experience
Must possess ability to be a self-starter, work unsupervised and interact with others
Must have extensive verbal & written communication skills
Must have ability to compose letters for executives
Must be able to handle passengers/travel agents with problems in a professional manner
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus
Royal Caribbean Cruises

Philippines
Permanent
Full-time