Advocate, SVS Escalations Guest Experience

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.

This position will be working onsite from Miami.    

ABOUT THE COMPANY

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered.  We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

Job Description

Position Summary:

The primary objective of the Silversea Guest Experience Management Escalation Advocate is to provide personalized, exceptional luxury service to our guests through both verbal and written communication. You will be responsible for supporting multiple international markets, including the US, UK, APAC, and Australia. They will serve as subject matter experts, managing escalated calls and emails from guests, the executive team, the leadership team, and other internal departments to provide the best-fit resolutions for guest satisfaction. You must possess strong decision-making skills in handling complex cases, maintain professional and helpful relationships with all parties, and act as a mentor and resource for team members.

Essential Duties and Responsibilities:

• Delivers exceptional customer service through professional communication skills, both via telephone and written correspondence. Serves as the subject matter expert for GEM, assisting callers with specialized skills and programs. Offers recommendations on recurring service failures, process improvements, and training opportunities. Additionally, may be assigned to special projects and serve on employee committees.
• Addresses post-cruise issues for individuals, travel agents, and groups, including but not limited to service failures on guest journey related to components of the fare package inclusions that were not delivered as expected such as missed transfers, airline issues, ship maintenance, onboard services, or accounting, pricing, discounts, onboard purchases, commissions, and special programs. Prepares workflows and compensation as needed, ensuring their completion.
• Manages escalated customer situations with the highest level of skill, using effective communication techniques to de-escalate callers. Leverages service history and situational factors in decision-making. Resolves guest and travel partner complaints directly or by coordinating with other internal departments. Takes ownership of the customer relationship until the issue is resolved.
• Offers guidance to frontline team members on communication techniques and resources to promote self-sufficiency. Assists frontline team members with reservation issues, including following QMS procedures at the Resolutions level and handling policy overrides, and provides compensation when warranted.
• 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. Any other duties and projects assigned by the Manager or Sr. Manager of Guest Experience.

Qualifications:

• Associate’s degree (AA) or Bachelor’s degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience.
• A minimum of six months to one year of customer service experience is required.
• Experience in customer-facing written communication is preferred.
• Good administration and computer skills, especially MS Word, Windows and Excel knowledge required
• 40 wpm typing required. 

Knowledge and Skills:

• Exceptional customer service skills, utilizing active listening and diplomacy effectively. Outstanding verbal and written communication skills, with the ability to interact effectively with individuals at all organizational levels and roles.
• Proficiency in using de-escalation techniques to handle challenging customer situations. Ability to adapt communication style for the best customer experience. Ability to teach communication techniques to frontline team members to improve their effectiveness with callers. Capability to explain technical information to a non-technical audience.
• Strong judgment and decision-making skills. Ability to use logic, organizational priorities, and existing guidelines to find solutions for situations that may not be covered by documented instructions. Excellent problem-solving, research, and analytical skills with strong attention to detail. Ability to identify problems, conduct relevant research, interpret data, and translate findings into practical business solutions.
• Extensive product knowledge and a willingness to go above and beyond to obtain information for both internal and external customers. Proficiency in adding, subtracting, multiplying, and dividing using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, commissions, and percentages.
• Familiarity with company websites, vendor websites supporting Silversea programs, and the Knowledge Desk. Proficiency with Trade Support and Service as well as company-specific software. Experience with Microsoft Office applications.

Physical Demands:

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 requirements include distant, close and color vision, and ability to adjust focus.

Work Environment:

• Successful candidates must be able to work in on site call-center environment. This includes open cubicles in close proximity to others, exposure to continuous background noise in the office, as well as the requirement for a proper home office set-up conducive to a productive work from home environment.

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