7 дней назад
Resolutions Agent (Hospitality)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Resolutions Agent (Hospitality): Resolving escalated guest, travel-partner, and internal customer-service inquiries for a cruise company with an accent on complaint handling, accurate policy guidance, and one-call resolutions. Focus on troubleshooting complex issues, documenting interactions, collaborating across departments, and maintaining service quality during EST shifts.
Location: Remote for applicants in Florida, Georgia, Texas, or North Carolina only. Work is scheduled during EST hours, including 1:30–10:00 PM on weekdays and one weekend day from 9:00 AM–6:00 PM. Initial training lasts 11 consecutive weeks.
Company
delivers cruise vacations and guest experiences across its fleet.
What you will do
- Handle escalated inquiries and resolve guest, travel-partner, and internal customer-service issues.
- Provide accurate information about products, services, policies, and procedures.
- Develop practical solutions that support both guest satisfaction and business needs.
- Document guest interactions and resolutions while collaborating with other departments.
- Escalate complex issues appropriately and support service calls during peak periods.
- Participate in coaching, training, team meetings, and service-quality improvement initiatives.
Requirements
- High school diploma or GED.
- At least 6 months–1 year of customer service and sales experience; hospitality or contact-center experience is preferred.
- Strong verbal and written communication, active listening, empathy, patience, and professionalism.
- Ability to troubleshoot issues, manage multiple priorities, document interactions accurately, and follow established protocols.
- Must be available for EST weekday and weekend shifts and complete the 11-week training schedule.
- Applicants must reside in Florida, Georgia, Texas, or North Carolina; a quiet workspace, high-speed wired internet, and supported computer equipment are required.
Culture & Benefits
- Full-time employment with medical, dental, and vision coverage.
- 401(k) with company match, employee stock purchase plan, and annual cash bonus eligibility for non-sales roles.
- Paid holidays, vacation, and 80 hours of sick time per year.
- Employee cruise benefits, discounts, wellness programs, and mental-health resources.
- Learning and development resources, including tuition reimbursement.
- A $750 equipment stipend is offered after 90 days; personal equipment is required and MacBooks, Chromebooks, and iPads are not supported.
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