Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands - including Royal Caribbean International, Celebrity Cruises and Silversea Cruises - the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group's Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

• Delivers exceptional customer service through professional communication skills, both via telephone and written correspondence. Serves as the subject matter expert for GEM, assisting callers with specialized skills and programs. Offers recommendations on recurring service failures, process improvements, and training opportunities. Additionally, may be assigned to special projects and serve on employee committees.
• Addresses post-cruise issues for individuals, travel agents, and groups, including but not limited to service failures on guest journey related to components of the fare package inclusions that were not delivered as expected such as missed transfers, airline issues, ship maintenance, onboard services, or accounting, pricing, discounts, onboard purchases, commissions, and special programs. Prepares workflows and compensation as needed, ensuring their completion.
• Manages escalated customer situations with the highest level of skill, using effective communication techniques to de-escalate callers. Leverages service history and situational factors in decision-making. Resolves guest and travel partner complaints directly or by coordinating with other internal departments. Takes ownership of the customer relationship until the issue is resolved.
• Offers guidance to frontline team members on communication techniques and resources to promote self-sufficiency. Assists frontline team members with reservation issues, including following QMS procedures at the Resolutions level and handling policy overrides, and provides compensation when warranted.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. Any other duties and projects assigned by the Manager or Sr. Manager of Guest Experience.

• Associate's degree (AA) or Bachelor's degree (BA) preferred; or two to three years customer service experience; or equivalent combination of education and experience.
• A minimum of six months to one year of customer service experience is required.
• Experience in customer-facing written communication is preferred.
• Good administration and computer skills, especially MS Word, Windows and Excel knowledge required
• 40 wpm typing required.
• Exceptional customer service skills, utilizing active listening and diplomacy effectively. Outstanding verbal and written communication skills, with the ability to interact effectively with individuals at all organizational levels and roles.
• Proficiency in using de-escalation techniques to handle challenging customer situations. Ability to adapt communication style for the best customer experience. Ability to teach communication techniques to frontline team members to improve their effectiveness with callers. Capability to explain technical information to a non-technical audience.
• Strong judgment and decision-making skills. Ability to use logic, organizational priorities, and existing guidelines to find solutions for situations that may not be covered by documented instructions. Excellent problem-solving, research, and analytical skills with strong attention to detail. Ability to identify problems, conduct relevant research, interpret data, and translate findings into practical business solutions.
• Extensive product knowledge and a willingness to go above and beyond to obtain information for both internal and external customers. Proficiency in adding, subtracting, multiplying, and dividing using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, commissions, and percentages.
• Familiarity with company websites, vendor websites supporting Silversea programs, and the Knowledge Desk. Proficiency with Trade Support and Service as well as company-specific software. Experience with Microsoft Office applications.