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Resolutions Agent – Carnival

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JOB SUMMARY:

The main responsibility of the role is to service a variety of incoming calls on existing individual bookings from travel agents and direct guests in an expeditious and efficient manner. The agent does this by establishing rapport and confidence with customers while maintaining a professional, respectful, and service-oriented demeanor. These duties include additional access and skills to support internal staff members, outsource partners, travel agents, and direct guests by handling escalated calls. There is a 3-month training and development period prior to becoming a certified Resolutions Agent.

ESSENTIAL FUNCTIONS:

  1. Handle a high volume of inbound calls from travel agents and direct guests in an expeditious and efficient manner with varying degrees of questions and/or concerns and act as the primary customer service agent in processing or responding to basic customer requests, inquiries, and/or bookings changes. Achieve productivity standards and goals set by the company while maintaining a high level of customer service inclusive of the total number of incoming calls, length of the call, and ACW (after-call work). Work towards one call resolutions by creatively thinking of solutions that benefit both the guest and Carnival.
  2. Actively participate in ongoing feedback and coaching sessions from Quality Assurance, Supervisor, as well as contribute to team meetings.
  3. Stay current on new information regarding sales, new products, marketing campaigns, and other sales and service initiatives through training, self-study, company newsletter, etc.
  4. Adhere to the established escalation process to refer unresolved customer issues to a designated call center team member or supervisor for further resolution and/or research.
  5. Excellent attendance and punctuality are essential functions of the job.

QUALIFICATIONS:

  • High School Diploma required
  • 1+ Minimum of customer service experience required
  • Customer service experience in a hospitality industry or Contact Center preferred
  • Strong computer skills and the ability to learn company software. 
  • Proficient in Microsoft applications (Word/Outlook). 
  • Ability to demonstrate commitment through excellent attendance and punctuality. 
  • Ability to resolve customer issues in a clear, calm, and diplomatic manner. 
  • Ability to demonstrate empathy, concern, and care to guests. 
  • Ability effectively and politely communicate positively and professionally with guests and coworkers
  • Ability to demonstrate good verbal and written communication skills required. 
  • Ability to demonstrate active listening skills to interpret and address customer requests and needs.
  • Ability to accept coaching and direction from team leaders to ensure continued improvement within role. 
  • Ability to be a self-starter with a strong work ethic. 
  • Demonstrate basic business acumen – balance between company revenue objectives and customer satisfaction. 
  • Effective at creatively resolving challenging customer issues.
  • Must have a quiet, dedicated work space with zero distractions

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The hourly rate for this role is $17.00. Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.