Customer Service Specialist

1 week ago

Southampton, Southampton, United Kingdom Carnival Corporation and plc Full time
Job Description

We are seeking a highly skilled Customer Service 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.

The ideal candidate will be a trusted resolution expert, responding promptly to complaints and managing case loads within agreed service levels and ABTA regulated time frames.

You will provide high-quality service to our guests from across all areas of the guest journey, from pre-booking to post-cruise.

Key Responsibilities:

  • Respond to all guest complaints with a high standard of professionalism and empathy, and with solutions in line with agreed compensation guidelines.
  • Work with limited supervision to meet or exceed efficiency KPIs, Quality metrics & Customer satisfaction goals.
  • Be creative and proactive in identifying and resolving potential issues, maintaining a focus on guest experience.

About You:

  • You will be an effective communicator, both verbal and written.
  • You will have exceptional customer service skills, including active listening, empathy, problem-solving skills, and a confident telephone manner.
  • You will have proven experience in Contact Centre customer services/complaints environment.

What We Offer:

  • A comprehensive range of benefits, including home and office-based hybrid working, recognition scheme, employee discounts, and extensive learning and development opportunities.
  • A friendly welcome with help settling in.

We are an equal opportunities employer and welcome applications from all qualified candidates. Please note that we may close our job adverts early if we receive high volumes of applications.

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