Customer Service- One Touch Support Representative in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 10/29/2019

Job Snapshot

Job Description

Customer Service- One Touch Support Representative

Position Summary:

One Touch is a brand-wide initiative dedicated to delivering uncompromising, individualized service to our guests. The position requires the ability to work and thrive within a five-star, Modern Luxury culture.

The One Touch Support Representative addresses a wide variety of guest needs, both pre- and post-sailing. They will respond to guest inquiries and concerns in an expedient manner, providing resolution in one contact, while delivering luxury service in alignment with the brand vision. The One Touch Support Representative accurately assesses guest needs and adds personal recommendations and touches to achieve maximum customer satisfaction. They meticulously record individual preferences and interactions, maintaining a detailed guest history to ensure that no request requires repeating and every experience with Celebrity Cruises is exceptional.

Essential Duties and Responsibilities:

  • Owns basic guest interactions and serves as a point of contact, providing the highest level of hospitality and professionalism. Resolves general customer complaints and inquiries pertaining to Celebrity Cruises products and services. Sets appropriate guest expectations and follows up accordingly throughout the resolution process.
  • Responds to guest requests in an accurate and timely manner, making recommendations regarding brand products and services when appropriate. Builds positive relationships with our guests.
  • Promotes the Captain’s Club loyalty program and caters to its members by administering benefits and addressing any program-related concerns. In addition, processes enrollments and ensures on board recognition, program benefits and the proper application of qualifying promotions.
  • Keeps meticulously accurate and detailed records of our guest’s personal information, contact details, sailing history and vacation preferences. Uses appropriate internal systems to research and gather the information needed to appropriately respond to a guest’s inquiry or concern. Utilizes such systems to also quote rates, confirm reservations, and assist with the purchase of products, including amenities, shore excursions, packages and other items that will enhance the vacation experience for our guests.
  • Provides basic troubleshooting support for online users attempting to either complete online check-in or access secured sections of the brand website. Efficiently processes inbound / outbound calls, messages, and mail, be they outgoing or incoming.
  • Possesses a full understanding of established industry 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.)



Job Requirements


  • High School graduate, GED, or relevant hotel/hospitality 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.
  • 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, to accommodate a 24-hour-per-day operation.
  • Proficiency in English. Fluency in a secondary language would be an added advantage.

Knowledge and Skills:

  • Relates to the customer’s needs while keeping the company’s best interest in mind. Ensures follow-up occurs and deadlines are met within a timely manner for all internal and external customers.
  • Exhibits strong interpersonal skills, in addition to exceptional oral and written communication skills. Works harmoniously and professionally with peers, travel partners and leaders across departments, both shipboard and shore side.
  • Communicates effectively with all external and internal customers through both verbal and written interactions.
  • Holds knowledge of company contact center systems; policies and procedures relating to cruise reservations; loyalty member programs; and all sales, marketing and revenue promotional offers.
  • Displays proficiency in Microsoft Windows, Microsoft Office applications, and Lotus Notes.
  • Complies with internal policies, guidelines and conduct standards.
  • Accurately performs data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources.
  • Possesses the ability to work in a call center environment (open cubicles near others, exposure to continuous background noise, etc.).
  • 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).
  • Hears and speaks clearly using a telephone headset for continuously answering inbound telephone calls.


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

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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