[Hiring] Resolutions Agent @Carnival Corporation

Role Description

The Agent, Resolutions is responsible for providing advanced customer service to guests, travel partners, and internal departments ensuring that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with rules, regulations and company policy. The incumbent in this role addresses complex issues to ensure a high level of customer satisfaction. The Agent, Resolutions handles escalated guest inquiries and provides savvy solutions providing accurate information about products, services, and policies.

• Provides accurate information about products, services, and policies, ensuring customers receive prompt and effective assistance.
• Works towards one-call resolutions by creatively thinking of solutions that benefit both the guest and the company.
• Collaborates with various departments to resolve issues, document interactions and resolutions, and contribute to the continuous improvement of service processes.
• Handles escalated guest inquiries and provides savvy solutions, considering the business and guest satisfaction.
• Troubleshoots and resolves guest issues, escalating complex problems to higher-level support or relevant departments as necessary.
• Partners with Coach to ensure consistent service quality.
• Participates in team meetings and training sessions to stay informed and improve skills.
• Meets and/or exceeds performance metrics.
• Follows Contact Center guidelines, maintaining excellent attendance and punctuality.
• Supports other areas by handling incoming service calls, contributing to our collective success during peak times.

Qualifications

• High School Diploma or GED
• 1+ years Minimum of customer service experience required
• Customer service experience in a hospitality industry or Contact Center preferred
• Excellent verbal and written communication.
• Active listening and empathy.
• Ability to troubleshoot and resolve issues effectively, in accordance with Carnival’s established protocols and procedures.
• Creative thinking to find solutions for unique problems.
• Basic technical support and troubleshooting abilities.
• In-depth understanding of Carnival’s products and services.
• Ability to convey information clearly to customers.
• Efficiently handle multiple tasks and prioritize workload.
• Ability to manage time effectively in a fast-paced environment.
• Strong commitment to providing excellent customer service.
• Ability to understand and anticipate guest needs.
• Ability to build and maintain positive relationships with guests.
• Patience and professionalism in dealing with difficult guests.
• Accuracy in documenting guest interactions and requests.
• Flexibility to handle a variety of guest interactions and issues.
• Ability to adjust to new processes and technologies quickly.
• Ability to work collaboratively with team members and other departments.
• Willingness to share knowledge and assist colleagues.
• Ability to manage and regulate emotions in stressful situations.
• Understanding and responding appropriately to the emotions of others.
• Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Requirements

• Full commitment and support for promoting ethical and compliant culture.
• Integrity, honesty, and respectful treatment of others.
• Willingness to speak up when misconduct or concerns are observed.

Benefits

• Cost-effective medical, dental and vision plans.
• Employee Assistance Program and other mental health resources.
• Company paid term life insurance and disability coverage.
• 401(k) plan that includes a company match.
• Employee Stock Purchase plan.
• Paid Time Off.
• Holidays – 7 company-wide holidays plus an additional floating holiday.
• Vacation Time – 14 days/year for full-time employees at manager level and below; 19 days/year for director level and above.
• Sick Time – 80 hours of sick time each year for full-time employees.
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends.
• Personal and professional learning and development resources including tuition reimbursement.