Remote Guest Care Support Agent id-1706

January 3, 2025

Job DescriptionThe Guest Care Support Agent is responsible for providing courteous and competent services to ensure all guests requests are provided in a timely and efficient manner. This position is responsible for communicating and responding via written correspondence and inbound/outbound contact to guests for post-cruise concerns such as general post-cruise inquiries, shipboard complaints, Weddings, Jones Act, Travel Services, Bon Voyage, Luggage, Photo, Lost/Found and Group Amenities.Job Functions:• Reviewing/investigating and responding to guests concerns with promptness, compassion, and professionalism. Ensure delivery of timely updates to guests on matters requiring thorough research, maximizing early resolution of issues, minimizing further problems for guests, and keeping guests always updated. Continuously leverage extensive knowledge of the products, empathy, and complaint resolution skills to ensure high levels of guest satisfaction and foster brand loyalty. Sustain an optimal and feasible level of productivity and quality standards by consistently balancing work demands with available resources and time constraints.• Contact guests as per their request and/or on escalated matters as outlined in department policies and procedures. Ensure comprehensive and effective responses in order to support the guaranteed customer satisfaction• Contact appropriate individual or department (i.e. security, shipboard guest services, hotel operations, accounting, and Care Team) as necessary to handle guest call, request, or issue, and follow up with guest to ensure their request has been resolved to their satisfaction• Engage with Lead Agents promptly and proactively, including supervisor, to gather information required to fully investigate and respond to complaints, guest inquiries, and complex queries•

Personal and professional learning and development resources including tuition reimbursement• On-site preschool program, wellness center, and health clinic at our Miami campus#LI-GS1#LI-RemoteAbout UsIn 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.Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer.

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