Guest Engagement Specialist in Sydney at Royal Caribbean Group

Date Posted: 2/15/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Sydney
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    2/15/2021

Job Description

 

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

 

We have an opportunity based in our North Sydney office for a Guest Engagement Specialist with experience in dispute resolution, and a positive attitude to take on a parental leave contract until end of Jan 2022 with the potential of extension.  

The role will take a proactive part in the coordination of Incidents, by sharing local regulatory requirements by country and keeping the regions Market Leads up to date on developments to ensure the guest experience is protected. Additional responsibilities include providing support in customer resolution cases in line with the brands’ expectations and with the aim of seeing escalations as the exception, making recommendations for training improvements in the contact centres, engage in reporting requirements and to act as a subject matter expert in key strategic projects within the department, plus carrying out additional tasks where required. 

 

Essential Duties (not limited to): 

 

GUEST EXPERIENCE: 

  • Work closely with Star team and supervisors for all escalated issues that cannot be resolved by the supplier due to financial, legal or local policy related constraints across APAC GTS contact centre
  • Act as a conduit between the supplier and other remotely managed operations for all escalations until they are resolved. 
  • Manages complaints and assists Intercruises at the Overseas Passenger Terminal & Brisbane Cruise Terminal – denied boarding, delayed boarding times, etc.
  • Provides assistance with the pre-cruise arrangements and day of boarding for ‘Accessible Guests’ 
  • In collaboration with the Guest Experience Manager, share the management of issues and crisis where necessary and limit impact on the Brands as they arise. 

 

TRADE SUPPORT:

  • In collaboration with the groups team, manage Affinity Group special requirements including group space while liaising with other departments including Hotel Operations, Entertainment, Food & Beverage, Onboard Revenue etc. 
  • Responsible for the investigation, management and resolution of escalated group matters, Identify ongoing trends of escalations and work with GTS team on resolution or process review. 

 

LOCAL MARKET INCIDENTS:

  • Support incident coordination and dispatch of Go / Care teams across Australia / New Zealand, work with the APAC team on best practices
  • Liaise with local PR team to effectively manage and minimise any consumer related media interest

 

REPORTING, ANALYSIS & CONTINOUS IMPROVEMENT:

  • Use data and insights gathered from reporting to recommend improvement to processes in the contact centre
  • Act as a subject matter expert when identifying and implementing projects to enhance the contact centres processes on guest experience

 

 

 

Job Requirements

 

  • Relevant customer management/dispute resolution experience.
  • Positive attitude, detail and customer oriented with good time management
  • Proven experience in resolving customer complaints which have been raised through or escalated to a government ombudsman.       
  • Demonstrated ability to work independently and take initiative.
  • Outstanding oral and written communication skills.
  • Confident communicator sensitive to the customer and the issues which have been raised.
  • Ability to manage a large volume of cases, prioritise work according to conflicting demands and maintain comprehensive file notes on the case management system. 
  • Experience with social media platforms, including, Facebook, Instagram and Twitter.
  • An understanding of the legal process, and contract matters would be advantageous.

 

 

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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