Agent, Points Choice Support

Agent, Points Choice Support - Contractual 

The Points Choice Project Support (PCPS) team is responsible for supporting our loyalty program by providing timely, accurate, and professional administrative assistance. This position is temporary for a period of 6 months, with the possibility of an extension if business needs change. Successful PCPS team members may then be transitioned into a frontline contact center position with either Royal Caribbean International or Celebrity Cruises. This position is not guest-facing and supports two brands: Royal Caribbean International and Celebrity Cruises. This team will work from home 80% of the time and in the office 20% of the time (4 weeks at home, 1 week in office in rotation).

PCPS team members respond to member submissions in an expedient manner, providing resolution in one contact, while delivering excellent service in alignment with the brand vision. This team accurately assesses guest needs and meticulously records individual preferences and requests, maintaining a detailed guest history to ensure that no process requires repeating and every experience with Royal Caribbean Group is exceptional.

PCPS team members will manage the fulfillment of the new Points Choice loyalty benefit, ensuring complete and accurate back-end processing of points transfer requests, beginning January 2026. Success in this role requires strong communication skills, attention to detail, and a customer-first mindset. The position requires the ability to work and thrive within a five-star, luxury culture.

Essential Duties and Responsibilities:

• Processes member submissions pertaining to the Points Choice benefit of Loyalty Programs of Royal Caribbean Group

• Converts points choice per members’ preference, adhering to the published exchange rates between brands.

• Sets appropriate expectations and follows up accordingly throughout the conversion process.

• Managing & organizing member records ensuring accurate and detailed records of our guest’s personal information, contact details, sailing history, guest value and marketing & vacation preferences ensuring confidentiality and security of sensitive data.

• Uses appropriate internal systems to research and gather the information needed to appropriately process submissions.

• Possesses an understanding of established cruise industry standards 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.)

Qualifications, Knowledge, and Skills:

•College Graduate, or with relevant administrative 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

• Must be productivity minded and possess the ability to meet established deadlines.

• 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. The department hours will match North America business hours (overnight in Manila).

• Fluent English language skills (both written and verbal).

• Exhibits strong interpersonal skills and fosters a diverse and respectful workplace. Seeks ways to support team efforts while contributing to overall organizational success

• Communicates effectively with all external and internal customers through both verbal and written interactions

• Displays proficiency in Microsoft Windows, Microsoft Office applications, Siebel experience is a plus.

• Complies with internal policies, guidelines and conduct standards, while making decisions and delivering the Royal Way 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.

• 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)

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.