Guest Care Support Agent (Virtual)

Job Description

The Guest Care Support Agent is responsible for providing courteous and competent services to ensure all guests requests are provided in a timely and efficient manner. This position is responsible for communicating and responding via written correspondence and inbound / outbound contact to guests for post-cruise concerns related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security / Sensitive Matters, Sail & Sign, Travel Hotline and any other issue in a prompt, compassionate and professional manner.

Job Functions :

• Reviewing / investigating and responding to guests concerns / calls related but not limited to Weddings, Jones Act, Travel Services, Bon Voyage, Group Amenities, Property Recovery, Lost & Found, Photos, CCL Business Development Managers, International, Consumer Agency, Security / Sensitive Matters, Sail & Sign, Travel Hotline and any other issue with promptness, compassion, and professionalism. Ensure delivery of timely updates to guests on matters requiring thorough research, maximizing early resolution of issues, minimizing further problems for guests, and keeping guests always updated. Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction and foster brand loyalty. Sustain an optimal and feasible level of productivity and quality standards by consistently balancing work demands with available resources and time constraints.
• Contact guests as per their request and / or on escalated matters as outlined in department policies and procedures. Ensure comprehensive and effective responses in order to support the guaranteed customer satisfaction.
• Contact appropriate individual or department (i.e. security, shipboard guest services, hotel operations, accounting, and Care Team) as necessary to handle guest call, request, or issue, and follow up with guest to ensure their request has been resolved to their satisfaction
• Engage with Lead Agents and / or leadership team promptly and proactively on "challenging" guests, recurring themes, and sensitive issues with media potential for immediate action. Gather information required to fully investigate and respond to complaints, guest inquiries, and complex queries which includes evaluating guest lifetime value and complaint history to determine if additional consideration is needed.
• Initiate iCare files and accurately document guest interaction, issue type, detailed information regarding root cause of the issue and resolution. Maintain and input precise compensation data to ensure refunds / credits are processed correctly.
• Assist Support team with administrative tasks, as needed (ability to flex responsibilities as work volume dictates, i.e. assist with photo / video case research, PRU, correspondence call-backs)
• Regularly partake in structured Q&A meetings, dedicating time to dig into specific cases, share valuable insights, and engage in constructive feedback sessions. Support the regular identification and sharing of lessons learnt from complaints, members inquiries and complex / escalated issues which can be used for service improvement.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications :

Knowledge, Skills & Abilities :

Physical Demands : Must be able to remain in a stationary position at a desk and / or computer for extended periods of time.

Travel : No travel

Work Conditions : Work primarily in a climate-controlled environment with minimal safety / health hazard potential. Weekend and Holiday shifts are required. Assigned schedules will vary and may be changed at any time based on business need.

This position is classified as "remote." As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration. Sourcing of candidates is primarily done in Carnival's remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas. If the search is extended past those areas, candidates must be located in one of the following U.S. states : FL, GA, TX and NC

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

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 :

Cost-effective medical, dental and vision plans

401(k) plan that includes a company match

Holidays - All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee's discretion.

Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends

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About Us

About Us

At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world's most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.

Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.

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.

Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity / affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and / or international law.