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Advocate, Post Guest Relations Escalated Support in Miramar, FL at Royal Caribbean Cruises Ltd.

Date Posted: 5/8/2019

Job Snapshot

Job Description

Position Summary:

Will serve as an initial contact point regarding post cruise guest issues in order to solve situations, offer assistance, and maintain appropriate service and productivity levels.  This position will require the candidate to have a high level of competency in writing, grammar and punctuation as most responses will be sent via e-mail, letter and fax.  Responsible for assisting the Call Center when inbound volume is high by acting as a back-up until the levels are reduced to an acceptable range.  Such actions include, but are not limited to, the answering of inbound rotary calls, the in-depth research of complex issues, the utilization of departmental resources, the application of departmental policies, a strong focus on customer retention and first contact resolution, and the building of customer relationships and brand loyalty.  This position supports our need to meet the demands of the ever-growing technological world by offering our guests various additional means of communication.

Essential Duties and Responsibilities:

  • Receives and responds to complex customer service inquiries via mail, fax, and e-mail as outlined in the subsections below.
  • Handles situations which require the adaptation of responses, extensive research, and advanced problem solving skills based on the information provided by the customer.
  • May also handle inbound telephone calls in order to assist call center during peak periods or when designated by management. Calls are non-routine and require deviation from standard screens, scripts, and procedures.
  • Enters information into a computer database for the purpose of tracking each customer interaction.
  • Assisting our shipboard staff in researching issues and determining the appropriate action needed to resolve it on-board in order to prevent post-cruise volume.
  • When a guest escalates their issues to the sales channel, we will assist the T/P and/or BDM in reaching a fair and reasonable resolution keeping both the business as well as guest interests in mind.
  • On occasion, our Global Security team will leverage us in communicating with certain guests regarding a specific issue that must be discussed prior to that guest sailing again.
  • As technology advances, so does the number of outlets available for guests to voice their concerns.  Social media sites will be monitored in order to respond to guest concerns that are posted.
  • Assist direct guests with any issues they present and work with them to find a fair and reasonable resolution.
  • Responsible for effectively communicating with all relevant shipboard and shoreside departments, as well as 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.
  • Responsible for ensuring all their individual metrics remain within departmental parameters.
  • 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.


Job Requirements


  • Education: High School Diploma required; College or University Degree preferred.
  • Experience: 2 years customer service industry related experience required.
  • Proficient in MS Word and Excel as well as Windows. 
  • 40 wpm typing required.
  • Must have a solid understanding of the English language, especially as it relates to grammar, verbal and written communication skills.
  • Typically requires three to five years of combined education and experience.
  • Must possess ability to be a self-starter, work unsupervised and interact with others. 
  • Must have ability to compose letters for executives. 
  • Must be able to assist passengers/travel agents with any issues they may have in a professional manner.

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

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.

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