Handle Inbound Calls: Respond to incoming calls from customers regarding cruise bookings, itinerary changes, onboard services, and general inquiries.Provide Information: Offer accurate and detailed information about cruise itineraries, pricing, promotions, and onboard amenities.Resolve Issues: Address customer concerns, such as booking errors, payment issues, and cancellation requests, by offering effective and timely solutions.Upsell Services: Identify opportunities to upsell additional services or upgrades, such as shore excursions, specialty dining, and cabin upgrades.Maintain Customer Records: Update and maintain accurate customer information in the company’s CRM system, ensuring all interactions are logged.Collaborate with Teams: Work closely with other departments, including sales, reservations, and onboard operations, to ensure customer satisfaction.Follow Policies: Adhere to company policies and procedures, including privacy regulations and service standards.Provide Support: Assist customers with navigating the company’s website or mobile app for self-service options.Meet Performance Metrics: Achieve key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and sales targets.

Serve as the primary contact for all guest inquiries, ensuring timely and accurate responses.Resolve guest complaints and issues with a focus on maintaining high levels of customer satisfaction.Coordinate with other departments to fulfill guest requests and solve any operational challenges.Manage guest communications via Facebook Messenger, providing prompt and friendly responses to inquiries.Monitor and engage with guests on the company’s social media platforms to enhance brand presence and guest satisfaction.Develop and implement strategies to improve social media engagement and foster a positive online community.Utilize expertise in email marketing and communication to address guest inquiries and send updates.Draft, proofread, and manage outgoing guest communication emails ensuring consistency in tone and message.Collaborate with the team to send promotional emails tailored to guest interests.Provide backup support for the reservations team during peak periods, ensuring smooth operations.Maintain accurate records of guest interactions and feedback using web-based tools.Participate in team meetings and contribute to the continuous improvement of guest service protocols.

Teach children with special needs