Specialist, Social Care

The CXC Specialist (Omni Channel) is a vital member of our Customer Experience Center team, responsible for addressing a wide range of guest inquiries and concerns across multiple channels. This includes handling post-cruise calls, loyalty program inquiries, chat, email correspondence, River, and managing social media interactions. This role focuses on delivering world-class service that aligns with our brand vision, ensuring each guest interaction is personalized and efficient while meticulously recording guest preferences and history.

Multi-Channel Support

• Handle inbound inquiries from guests, travel advisors, and shipboard personnel via phone, chat, and email, providing timely and accurate responses and resolutions in alignment with brand standards.
• Provide exceptional post-cruise support by addressing any exemplary inquiries or issues related to guest experiences.

Social Media Management

• Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms, ensuring high-quality service and productivity levels for the North America, UK, and Australia markets.

• Monitor and respond to guest concerns and escalations on Celebrity Cruises' social media platforms, ensuring high-quality service and productivity levels for the North America, UK, and Australia markets.

Receives and responds to complex customer service inquiries on social media as outlined in the subsections below.

General: 

• Constantly monitors social media platforms to identify and respond to servicing inquiries/escalations.
• Constantly monitors social media platforms to identify and execute engagement opportunities.
• Responsible for achieving individual metrics and service level agreements within departmental parameters.
• Formulates accurate and efficient responses across all social platforms in a timely manner.
• Handles situations that require the adaptation of responses, extensive research, and advanced problem-solving skills based on the information provided by the customer.
• Responsible for communicating with all relevant shipboard and shoreside departments, external vendors, and providing appropriate follow-up.
• Responsible for taking ownership of all customer concerns and ensuring a full and appropriate resolution is reached within departmental timelines.
• Facilitate appropriate compensation and resolution options based on department standards, and assist them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with the best interest of both the company and the customer. Also owns all escalated matters regardless of topic.
• Must also possess the knowledge and ability to back-up other areas of the Engagement Center departments as needed, including but not limited to escalations.
• Meet and exceed departmental targets.
• Partners with the shipboard team to create a seamless pre, in-cruise and post-cruise vacation experience. 
• 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.

Execution:

• Review user-generated comments and posts in a quick and timely manner.
• Respond to comments, when appropriate, to foster a positive community and add value to the users’ experience.
• Enforce the Social Care Guidelines as defined.

QUALIFICATIONS AND EDUCATION

• Understanding of popular social networks - design, functionality, users
• Proficiency in social listening tools.
• Exceptional communication skills within the team.
• Elevate attention to detail.
• Excellent verbal, written, and presentation skills.
• Proficiency in written English.
• Understanding of Customer Care guidelines.
• Bachelor’s Degree preferred.
• Experience: 2 years of customer service

FINANCIAL/QUANTITIVE RESPONSIBILITIES

• The ability to issue refunds.
• The ability to offer/issue Letters of Credit up to the full value of the original booking.
• The ability to offer Onboard Credits and other Amenities.

HOW HAS THE JOB CHANGED/GROWN

• The Social Care team will be knowledgeable in all pre and post cruise job responsibilities for the North America, UK and AUS markets.
• Must also possess the knowledge and ability to back-up all other areas of the Engagement Center departments as needed, including but not limited to escalations and River expertise.
• Facilitate appropriate compensation and resolution options based on department standards, and assist them in making exceptions to company policy, upgrades, special air arrangements, etc., while keeping aligned with the best interest of both the company and the customer. Also owns all escalated matters regardless of topic.
• The Celebrity Way is an industry defining service culture of the brand’s unwavering commitment to elevating every moment for our customers, guests and each other alike. It drives us to continuously pursue excellence, uphold the highest standards and foster an environment of inclusion and mutual growth.
  Through the Celebrity Way and in conjunction with Propelled by People we nurture a global community of passionate professionals dedicated to going above and beyond in every interaction. By delivering Consistent, Elevated, and Hospitality-driven experiences, we nurture employee and guest loyalty, forging lasting relationships and building a legacy of exceptional service that distinguishes The Celebrity Way as the benchmark in luxury hospitality.

INTERNAL/ EXTERNAL RELATIONSHIPS

Internal: including but not limited to Celebrity Engagement Center Leadership, Marketing, Global Communications, Shipboard Teams, Consumer Outreach Leadership, TS&S Leadership, Casino Leadership/Resolutions.  

External: Guests (pre-cruise, post-cruise, onboard, future guests & escalated guests)

PHYSICAL REQUIREMENTS

• 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 accommodation. 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 to15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside and outside the office.