Offer summary

Qualifications:

Excellent written and verbal communication skills in English., Proficient in Microsoft Outlook, Word, and Excel., Contact Center-related experience is preferred., Self-starter with the ability to work independently and troubleshoot issues..

Key responsibilities:

Correspond with guests regarding post-cruise Sail & Sign inquiries.

Create and document iCare files accurately for compensation and data entry.

Provide resolution details in writing to finalize cases.

Handle service inquiries related to Sail & Sign accounts.

Job description

Make your next big career move by applying as KMC Solutions’ next Guest Care Agent!

The Guest Care Sail & Sign Specialist is responsible for corresponding with guests regarding post-cruise Sail & Sign inquiries. Must have excellent written and verbal communication skills, a willingness to engage with callers to resolve their issues, and the ability to work independently, troubleshoot technical issues, and navigate through challenging situations. Topics covered include (but are not limited to) bank account holds and duplicate charge inquiries, onboard charge disputes, Sail & Sign Statement, and shipboard purchase receipt requests.

On top of your salary, here are the exciting benefits you can look forward to:

Comprehensive health benefits
Work flexibly from anywhere in over 20+ workspace locations
Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves

The main responsibilities of a Guest Care Agent include:

Service inquiries related to Sail & Sign accounts.
Create and accurately document iCare files. Responsible for accurate compensation and data entry to ensure appropriate refunds/credits are issued. Finalize case by providing resolution details in writing.

To apply for the role, you must have the following:

Contact Center-related skill set is preferred.
Proficient in Microsoft Outlook, and Word/Excel.
Self-starter who works well with little supervision and is highly motivated. Must be willing and able to work weekends and holidays if there is a business need. Assigned schedules could vary and may be changed at any time based on business needs.
Excellent English is written and verbal communication skills.

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.

Required profile