Guest Relations Representative

• Full time WFH role with initial office-based training period.
• Work 5 days a week in a rostered environment, between the hours of 8.30am - 6pm Mon-Fri 
• Immediate start available

Our Holland America & Seabourn Customer service team is hiring, and we are looking for a Guest Relations Representative to join us! This is a WFH role reporting to a Team Leader and working closely with our Guest Relations colleagues in other offices. This role will see you providing exceptional customer service and service recovery by responding & resolving guest or travel advisor concerns, as well as aiding resolution of any customer facing issues.

First things first, check out what is on offer!

• Competitive base + super
• Offers full time remote working from home.
• An inclusive and diverse proud workforce with an amazing culture
• Supportive Health & Wellbeing – physical, mental and financial health benefits
• Fantastic discount on cruises, onboard product launches, airline and Hotel discounts through our partners.
• Accredited as one of the best places to work in Australia in the Great Place to Work® survey 2023.
• Nominated as one of the best places to work for Women in the Great Place to Work® survey 2023.
• See our website for a list of benefits!

Your key responsibilities will include but are not limited to:

• Build and maintain superior relationships with customers by responding to feedback & complaints in a timely manner, via phone, written and emailed communications. 
• Interpret company policies regarding guest complaints to determine if compensation is warranted and authorize compensation when appropriate.
• Achieve resolution of escalated complaints through excellent listening and negotiation skills.
• Maintain the highest standards of professionalism in all interactions to create a positive image of the product and the business.
• Adhere to targets, guidelines and expectations set by the business and Team Leader.
• Maintain accurate customer contact & escalation records for all cases in the CRM

About You:

You are passionate about Customer service and revel in the challenge of customer service recovery - with a background in or passion for travel and tourism! You pride yourself on providing excellent conflict resolution by listening, understanding and catering to the needs of your guests. Along with this, you possess the confidence to build rapport & strong Guest Relationships over the phone and email. You are guest-satisfaction driven, focused on results and committed to service excellence. As part of a close-knit team, your outgoing personality, resilience and willingness to roll up your sleeves and get the work done will set you apart from your competitors.

To be successful in the role, you will demonstrate:

• 2 years’ experience in a customer service contact centre role preferred. 
• Advanced customer service and communication skills, both verbal and written
• Outstanding conflict resolution, negotiation, and interpersonal skills.
• Ability to work autonomously and part of a highly successful team.
• Excellent organisational and prioritisation skills, with the ability to coordinate multiple tasks.
• Confidence using a computer with intermediate MS Office
• Proficiency in use of computer systems used within the business. SIEBEL & POLAR (desirable)
• Ability to be in the office for 3 weeks product and systems training to ensure you are set up for success! 

We are seeking someone with the right attitude to fit into our fun and supportive culture so, if you meet the above requirements, have an outgoing personality and solid work ethic, please send your application for consideration. Only suitable candidates will be contacted.

About Us:

For 150+ years, Holland America Line has been a recognised leader in cruising, taking guests to exotic destinations around the world, delivered in a gracious and elegant style. Holland America Line's fleet of 11 modern classic ships travel to more than 425 ports of call-in 100+ countries, on all seven continents. We are proud of our environmental program and as part of our collective social responsibility, the company, employees and guests have joined to give back to communities and organizations around the world. Every Holland America Line employee is committed to providing a truly extraordinary experience for our guests.

Seabourn represents the pinnacle of ultra-luxury travel. The all-inclusive, boutique ships offer all-suite accommodations with oceanfront views; award-winning dining; complimentary premium spirits and fine wines available at all times; renowned service provided by an industry-leading crew; a relaxed, sociable atmosphere that makes guests feel at home.  You will be a valued member of an exceptional team, representing two of the world's most popular cruise lines. Ready to join Seabourn & Holland America Line for a once-in-a-lifetime experience? 

Carnival Australia is part of the Carnival Corporation, the worlds’ leading cruise holiday company, representing iconic brands including P&O Cruises, Princess Cruises, Cunard, Carnival Cruise Lines, Holland America Line and Seabourn. It’s an exciting time to join the local team, with the resumption of cruising in Australia! At Carnival Australia we pride ourselves on promoting an inclusive and flexible workplace culture where individual differences are valued.

• We at Carnival Australia promote diversity and inclusion and encourage applications from all backgrounds and communities, including Aboriginal and Torres Strait Islander communities, the LGBTQIA+ community and people living with a disability. 
• Suitable candidates will undergo background checks, which may include police checks, skills assessment/testing, and reference checks. There will be a one-stage interview process and team meet.
• Only approved recruiters on our panel will be engaged and unsolicited resumes from agency recruiters will not be accepted.