Royal Caribbean

Position Summary / Job Purpose: 

Engagement Center 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, luxury culture. 

The Engagement Center Support Agent, Manila addresses a wide variety of guest needs pre-cruise. They are responsible for basic service transactional functions. They will respond to guest inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering luxury service in alignment with the brand vision. The Engagement Center Support Agent, Manila accurately assesses guest needs and meticulously records individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional. 

Essential Duties and Responsibilities: 

• Owns basic guest interactions and serves as a point of contact, providing the highest level of hospitality and professionalism. Resolves general customer complaints and inquiries pertaining to Celebrity Cruises products and services. Sets appropriate guest expectations and follows up accordingly throughout the resolution process. 
• Responds to guest requests in an accurate and timely manner, making recommendations regarding brand products and services when appropriate. Builds positive relationships with our guests. 
• Promotes the Captain’s Club loyalty program and caters to its members by administering benefits and addressing any program-related concerns. In addition, processes enrollments and ensures onboard recognition, program benefits and the proper application of qualifying promotions. 
• Keeps meticulously accurate and detailed records of our guests¿ personal information, contact details, sailing history and vacation preferences. Uses appropriate internal systems to research and gather the information needed to appropriately respond to a guest’s inquiry or concern. Utilizes such systems to also quote rates, confirm reservations, and assist with the purchase of products, including amenities, shore excursions, packages and other items that will enhance the vacation experience for our guests. 
• Provides basic troubleshooting support for online users attempting to either complete online check-in or access secured sections of the brand website. Efficiently processes inbound and outbound calls. 
• Possesses a full understanding of established industry and company protocols and procedures. Understands and complies with departmental standards and established metrics. Attends required training classes, completes required online training courses and satisfies completion standards. 
• 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.) 

Education, Experience, Knowledge & Skills: 

• High School graduate, GED, or relevant hotel/hospitality experience preferred. 
• Ability 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. 
• Demonstration of excellent follow-up and organizational skills, with the ability to work a flexible and varied schedule, including weekends and holidays, to accommodate a 24-hour-per-day operation. 
• Proficiency in English. Fluency in a secondary language would be an added advantage. 
• Relates to the customers¿ needs while keeping the company¿s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers. 
• Exhibits strong interpersonal skills and fosters a diverse and respectful workplace. Seeks ways to support team efforts while contributing to overall organizational success. 
• Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side. 
• Communicates effectively with all external and internal customers through both verbal and written interactions. 
• Holds knowledge of company contact center systems; policies and procedures relating to cruise reservations; Casino member programs; and all sales, marketing and revenue promotional offers. 
• Displays proficiency in Microsoft Windows, Microsoft Office applications. 
• Complies with internal policies, guidelines and conduct standards, while making decisions and delivering WAYS values on every interaction. 
• High attention to detail on all interactions, accurately verifying guest information and recording data, both text and numeric information, at a rate of at least 35 wpm from both spoken and printed sources. 
• Possesses the ability to work in a call center environment (open cubicles near others, exposure to continuous background noise, etc.). 
• Performs work comfortably in a sitting position while being required to view a computer screen (and visually distinguish color) for extended amounts of time (up to an entire shift period, notwithstanding scheduled breaks and lunches). 
• Hears and speaks clearly using a telephone headset to continuously answer inbound telephone calls. 

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