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Guest Relations Complaints Specialist
2 months ago
We are seeking a highly skilled Guest Relations Complaints Specialist to join our team at Carnival Corporation and plc. As a key member of our Contact Centre Operation, you will be responsible for managing customer contact throughout the complaint process, providing high-quality service to our guests, and resolving complaints in a timely and professional manner.
About the RoleThe Guest Relations Complaints Specialist will be responsible for:
- Responding to guest complaints with a high standard of professionalism and empathy, and providing solutions in line with agreed compensation guidelines.
- Working with limited supervision to meet or exceed efficiency KPIs, Quality metrics, and Customer satisfaction goals.
- Being creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience, and ensuring they are at the heart of everything we do.
- Providing regular feedback on incoming trends and proactively questioning working practices to further enhance the guest experience.
We are looking for a highly skilled and experienced individual who possesses:
- Exceptional customer service skills, including active listening, empathy, problem-solving skills, and a confident telephone manner.
- Proven experience in Contact Centre customer services/complaints environment.
- Strong communication and interpersonal skills, with the ability to work effectively in a team environment.
We offer a comprehensive range of benefits, including:
- Home and office-based hybrid working.
- Recognition scheme with prizes and awards.
- Employee Discounted Cruising plus Friends and Family offers.
- Regular office events, including live entertainment, lifestyle events, and charity partner fundraisers.
- Extensive learning and development opportunities.
- Employee-led networks.
- Employee Assistance and Wellbeing programmes.
- Company-paid Health Cash Plan and health assessment.
- In-house Occupational Health help and access to digital GP.
- Life Assurance.
- Parental and adoption leave.
- Employee Shares Plan.
- Electric Car and Cycle to Work schemes.
- Onsite restaurant offering a range of healthy cooked and grab-and-go meals.
- Discounted retail and leisure via discounts portal.
- Minimum 25 days leave, bank holiday allowance, and holiday trading scheme.
- Contributory Defined Contribution Pension scheme.
