specialist, Travel resolutionsRoyal Caribbean Cruises

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
Position Summary:
The Executive Escalations Specialist is responsible for managing and handling executive level escalations. This role represents the highest level of leadership within our company therefore professional communication both written and verbal is a requirement. They must be able to be resourceful in solving customer concerns by working across departments for best resolutions This role will have the authority to solve these escalated issues and must be able to balance the resolution using a variety of compensation methods. This position requires the ability to handle both front office and back-office air transactions, including refunds, voids, and schedule changes.
Essential Duties and Responsibilities:
Represent our Executive Team members through communication in responding to customer escalations both verbally and written.
Ability to track, report and recommend improvements in process that may be causing the escalations to prevent future complaints of a similar nature in these areas.
Expertise in performing the investigation of all escalations from a guest and business perspective by understanding full operations and business practices.
The incumbent must have the ability to de-escalate irate guests and find best solutions to meet customer and business needs and ensure no further escalation beyond them.
This role to be a subject matter expert in all air processes and therefore expected to support with training of new hires or as a co-trainer when needed.
Able to work air travel bookings from all angels. Sales and full service including all back-office functions, ticketing, and schedule changes.
Role requires ability to analyze financial cost associated to compensation and overall guest value to ensure best financial decision is considered when providing compensation.
This role requires flexibility with schedule as they will support a global organization with customers and colleagues in different tine zones.
Must be able to support as needed with special projects that require multi skills to accomplish.
Qualifications, Knowledge & Skills:
B.A. or B.S. degree preferred
Three plus years' experience in travel, airline industry required with skills in customer problem resolutions.
GDS- Sabre, Microsoft office applications with intermediate level in Excel.
We know there is 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 will 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. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
All applicants who receive a conditional offer of employment will be required to comply with the Company's mandatory COVID-19 Vaccination Policy. The Company's COVID-19 Vaccination Policy requires all employees who work from the Company's offices or whose job duties require them to travel to our U.S. offices, ships, and/or private destinations be fully vaccinated against COVID-19. If you are covered by this policy, you will be asked to complete Vaccination Attestation upon acceptance of this offer and upload proof of vaccination to the Company's human resources system on your first day of employment unless an accommodation has been granted.
Royal Caribbean Cruises

Philippines
Permanent
Full-time