Crystal Cruises
Position SummaryEnsure that all guest complaints are handled in a professional and timely manner which maximizes the likelihood that the business relationship will be maintained or enhanced while protecting the interest and reputation of A&K.
Responsibilities and AccountabilitiesEnsure that all issues that arise while guests are traveling or upon return home are handled promptlyAdvise the Department Manager of all guest/Travel Advisor issues of a serious or urgent nature in a timely fashionContinuously monitor the Guest Relations email box, assign files, highlight problem areas, and note trendsMonitor the Guest Questionnaire email box, determine which issues require follow-up and action accordinglyResearch/investigate all complaints with relevant parties (Travel Consultants, Managers, Product, DMC, and Third Party Vendors) to obtain relevant data to prepare an effective and prompt responseRecommend to the Manager fair and appropriate compensation, while maintaining budget goals, necessary to resolve guest concernsHandle and ensure the efficient documentation of guest/Travel Advisor correspondence as well as all compensation financial figures for accurate reporting purposesResearch and provide necessary information to insurance companies for processing guest claims promptlyAttend QA meetings to review key trends with appropriate departmentsAttend appropriate briefings and presentations to stay current with A&K destinations and productsMaintain a harmonious working relationship with personnel and overseas contactsMaintain a team attitude and display a positive image of the departmentAct as a backup to the front desk dutiesRequirementsSkills and AbilitiesExcellent verbal communication skills and phone etiquetteAbility to work in a high-pressure, high-stress environmentSuperior customer-focused writing skillsExtraordinary customer service demeanourExcellent organizational skills, attention to detail, and analytical skills requiredGood judgment and problem-solving skillsAbility to work in a team environmentIntermediate to advanced computer skills required (Microsoft Office) and the ability to quickly master new technologiesMust be able to read/write/speak in EnglishKnowledge of world geography preferredEducation and ExperienceAssociate or Bachelor's degree or equivalent experienceTravel industry experience, international experience preferredSpecial RequirementsEmergency Duty 24/7 phone coverage is requiredEvening and weekend hours may be requiredInternational travel may be required (and maintain a current passport)About the Company:
Crystal Cruises.
Estimated Salary: $20 to $28 per hour based on qualifications.
Responsibilities and AccountabilitiesEnsure that all issues that arise while guests are traveling or upon return home are handled promptlyAdvise the Department Manager of all guest/Travel Advisor issues of a serious or urgent nature in a timely fashionContinuously monitor the Guest Relations email box, assign files, highlight problem areas, and note trendsMonitor the Guest Questionnaire email box, determine which issues require follow-up and action accordinglyResearch/investigate all complaints with relevant parties (Travel Consultants, Managers, Product, DMC, and Third Party Vendors) to obtain relevant data to prepare an effective and prompt responseRecommend to the Manager fair and appropriate compensation, while maintaining budget goals, necessary to resolve guest concernsHandle and ensure the efficient documentation of guest/Travel Advisor correspondence as well as all compensation financial figures for accurate reporting purposesResearch and provide necessary information to insurance companies for processing guest claims promptlyAttend QA meetings to review key trends with appropriate departmentsAttend appropriate briefings and presentations to stay current with A&K destinations and productsMaintain a harmonious working relationship with personnel and overseas contactsMaintain a team attitude and display a positive image of the departmentAct as a backup to the front desk dutiesRequirementsSkills and AbilitiesExcellent verbal communication skills and phone etiquetteAbility to work in a high-pressure, high-stress environmentSuperior customer-focused writing skillsExtraordinary customer service demeanourExcellent organizational skills, attention to detail, and analytical skills requiredGood judgment and problem-solving skillsAbility to work in a team environmentIntermediate to advanced computer skills required (Microsoft Office) and the ability to quickly master new technologiesMust be able to read/write/speak in EnglishKnowledge of world geography preferredEducation and ExperienceAssociate or Bachelor's degree or equivalent experienceTravel industry experience, international experience preferredSpecial RequirementsEmergency Duty 24/7 phone coverage is requiredEvening and weekend hours may be requiredInternational travel may be required (and maintain a current passport)About the Company:
Crystal Cruises.
Estimated Salary: $20 to $28 per hour based on qualifications.
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