IGTS Admin & Email Specialist (AES)

*Operational hours to be finalized

Position Summary:

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The Admin & Email Specialist’s (AES) primary focus is to elevate the guest experience through responding to emails received in key inboxes from our Direct and Trade booked guests and managing administrative processes. The AES is passionate about meeting productivity targets while reaffirming the guests’ decision to book with RCG brands. The ideal candidate is a self-motivated person who enjoys working in a collaborative environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Uses excellent written communication skills to effectively interact with internal and external customers via email. This includes being able to convey information clearly and concisely, as well as being able to understand and respond to customer enquiries.
    
2. Their primary responsibility is responding to emails received in key inboxes according to published KPIs. 
    
3. Has the ability to assist in all brand loyalty processes, procedures and inquiries including, but not limited to Crown & Anchor and Captains Club mergers and program benefits utilizing relevant tools.
    
4. Additional responsibility includes process reports and other administrative tasks which act as a check and balance of our daily business operations to ensure compliance with published guidelines. 
    
5. Maintains current knowledge of all brands’ promotions, ship features, and changes in internal policies within Knowledge Desk. 
    
6. Responsible for tracking their own productivity on their assigned tasks which is then audited by their direct supervisor. 
    
7. 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 leadership team.

FINANCIAL RESPONSIBILITIES:

Making sound financial decisions in the execution of service recovery as outlined by senior management.

QUALIFICATIONS:

• Minimum 6 months’ experience in a call center environment required. 
• Minimum of 1-year experience working in a customer service/ sales-based role. 
• Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding service in a creative, positive, and focused manner.  
• 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 written and spoken English.

KNOWLEDGE AND SKILLS:  

• AS400/GUI Required, Microsoft Office, Teams, Siebel and LivePerson applications.
• 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. 
• Possess excellent interpersonal skills.
• Ability to work across departments.
• Good communications skills, both written and verbal.
• Ability to develop relationships with all customers, internal and external.
• Must be able to sit at a call center workstation for extended periods.

Physical Demands: 

The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, may travel to other office locations and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employee will be required to perform any other job-related duties assigned by their management team.

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.