Customer Retention Specialist

4 days ago


Southampton, Southampton, United Kingdom Oceania Cruises Full time
Job Title: Guest Resolutions Coordinator

At Oceania Cruises, we are seeking a highly skilled Guest Resolutions Coordinator to join our team.

Job Summary:

The Guest Resolutions Coordinator will be responsible for resolving escalated customer complaints in a professional and timely manner. This role will require strong communication and problem-solving skills to ensure that guests have a positive experience with our brand.

Key Responsibilities:

  • Escalated Issues: Take ownership of escalated customer complaints and resolve them in a timely and professional manner.
  • Relationship Building: Develop and maintain relationships with internal stakeholders to ensure that guest concerns are addressed promptly and effectively.
  • Case Management: Create and maintain accurate case records within our designated case management platform.
  • Communication: Ensure that stakeholders are updated on the status of their cases, regardless of the outcome.

Requirements:

  • Tertiary Degree: A tertiary degree or equivalent work experience is required.
  • Travel Industry Experience: Travel industry experience is preferred, but not essential.
  • Language Skills: Exceptional spoken and written English skills are required.

What We Offer:

As a Guest Resolutions Coordinator at Oceania Cruises, you will have the opportunity to work with a passionate team to deliver exceptional customer experiences. We offer a competitive benefits package, including a pension scheme, private medical insurance, and development opportunities.


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