Cruise Reservation Specialist

Probe CX Compliance:

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.

• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.

• Complete all necessary training requirements and professional development opportunities. 

• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment.  This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
   

Customer Experience

• Technical capabilities include basic troubleshooting expertise to clearly identify and resolve a high percentage of problems during the initial call, and escalate more complex problems to a second-level support organization.

• This position monitors open cases to ensure issues are resolved in accordance with established Service Level Agreements. Ensures all customer interactions are fully documented in the company ticketing system.

• Handle customer interactions with both direct guests and travel advisors that engage with the brand through established inbound customer channels.

•  Utilizing comprehension skill as well as existing knowledge base and resources, understand the customer concern and be able to resolve and action customer requests by providing complete and accurate information and solutions are provided to the customers in handled inbound interactions

• Answer inbound calls within service level agreements with the client, as well as handle the call efficiently

• Document and track detailed customers’ inquiries and issues or feedback gathered from user experience on digital channel/app to be consolidated and escalated to onshore team for further investigation and resolution

• Coordinate with leadership specific customer interactions that may require support from other departments to resolve customer issues or concerns

• Provide assistance to customers on initial troubleshooting steps and walkthroughs on navigating web based applications that are utilized by the customers.

Core Competencies: 

Systems Processes & Policy

• Ensure all policies & procedures are adhered to, including compliance obligations

• Implement functional organisational design & optimal workforce planning

• Ensure key function policies are in place & are current

• Drive & implement operational excellence in function / line of business

• Ensure compliance within function / line of business

Client & Stakeholders

• Establish & maintain effective working relationships with Managers & peers, employees & key stakeholders

• Establish & maintain internal & external collaborative relationships, including functional & industry associations, managers, peers & direct reports

• Establish & manage effective  relationships with key stakeholders, internal & external, including functional & industry associations, vendors, Board & Executive team

Key Skills and Capabilities:

• Good verbal and written communication skills required to respond to customer requests through inbound call 

• Demonstrates a good grasp of English 

• Ability to express thoughts and ideas in English 

• Average fluency - vocabulary and intonation/stress should at least be neutral 

• Good listening and comprehension skills required to effectively understand customer needs in a customer interaction 

• Ability to apply effective probing techniques to effectively provide support and resolution to customer requirements 

• Ability to demonstrate call control 

• Orientation on customer service and rapport building 

• Good knowledge on navigating mobile and web applications 

• Basic troubleshooting skills on mobile and web applications 

• Excellent multi-tasking skills on managing multiple client / company system tools and/or references 

• Ability to walk customers through on stages and phases in website and mobile app to non-technical customer 

• Ability to manage difficult guest interaction as well as to recognize when matters need to be further escalated within established process, policies or procedure 

• Flexibility and responsiveness to work in multicultural, fast paced and dynamic environment 

• Ability to work efficiently and independently in highly dynamic environment 

• Exhibit genuine mutual trust and confidence while contributing to company’s ethical, respectful, brand values-driven culture 

• Commitment to drive to excellence and teamwork.

Qualifications and Typical Experience: 

• At least High School Graduate

• All Segments (Starter, Adapter, Shifter) with or without work experience.

• Agents are expected to be willing to report onsite and be amenable to do graveyard shift, including weekend shift as this is a US account.

• Service driven individual with proven work experience in customer service environment

• Providing positive customer experience as well as effective verbal and written communication skill

• Able to work autonomously but able to recognize when additional support is needed on handling customer interactions and transactions

• Able to navigate multiple systems

• Attention to detail

• Must be willing to be on shifting hours (AU/NZ or US hours)

• Intensely immersed in navigating different systems and knowledgebase

• Experience with call center environment in handling customer voice interactions (preferred)

Other Position Requirements: 

• Strong customer service orientation

• Well versed in North American accent

• Phone speaking neutral accent is preferred

• Sales Skills (preferred, not required)

• Experience in case management / account management (preferred not required)

• Experience in roles within Travel / hospitality industry (preferred, not required)

• DOS Based Application exposure (preferred, not required