Resolutions Agent (Virtual) Jan 2025 - Carnival Global Brand

Job Description

JOB SUMMARY:

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.

ESSENTIAL FUNCTIONS:

• 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.
• Handling escalated guest inquiries and providing savvy solutions, considering the business and guest satisfaction. Troubleshoot and resolve 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. Expectations are to meet and/or exceed performance metrics.
• Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
• Support 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
• Ability to follow Contact Center guidelines, maintain excellent attendance and punctuality.
• 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.

ETHICS & COMPLIANCE:

In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits: 
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage
• Financial Benefits: 
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday to be taken at the employee’s discretion.
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year. 
• Other Benefits 
  • 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
  • On-site preschool program, wellness center, and health clinic at our Miami campus

******ONLY APPLICANTS IN FL, GA, TX, NC CAN APPLY*****

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