皇家加勒比游轮船务（中国）有限公司

Great vacations begin with great employees

JOB OPPORTUNITIES

Title : Customer Service Specialist

Launch date : 2019.08.09

Department : TCS

Salary :

Location : 上海

Recruitment type :

Send to E-mail : hrchina@rcclapac.com

Essential Duties and Responsibilities :

Position Summary:

Be responsible for dealing with the customer complaints, most are from post cruise;

Communicate with the guest through phone and email, and occasionally face-to-face;

Assisting in the investigation of serious complaints;

Manage the datum and reports in system;

 

  • ESSENTIAL DUTIES AND RESPONSIBILITIES基本职责:

 

  • Responsible for Chinese guests’ complaints of post cruise
  • 负责中国客人航次出行后的对游轮体验的投诉；
  • Investigate complaints with relevant supplier / shore side departments
  • 与相关的供应商或办公室其它部门展开对客人投诉的调查；
  • Apply and make resolution effectively by using company compensation guidelines
  • 有效运用公司标准赔付指南和流程处理，解决投诉；
  • Accurate complaints’ documents management by using Siebel CRS
  • 运用Siebel CRS 系统准确的管理投诉档案；
  • Maintain dialogue with Customer Relations Manager to ensure they are aware of workload issues and complaint trends for ships.
  • 客户关系经理保持良好的沟通，以确保客户关系经理了解客人投诉的原因及问题所在；
  • Responsible for escalating issues where appropriate to Customer Relations Manager.
  • 当客人投诉升级时，及时向客户关系经理反馈；
  • Maintain good knowledge of ongoing and contemporary issues onboard ships
  • 对船上存在的问题或继续发生的问题拥有良好的应对知识；
  • Close a target number of cases per day as set by the department manager/supervisor, which will vary in line with business demands
  • 按时有效的完成客户关系经理交付投诉。

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Qualifications:

  • QUALIFICATIONS AND EXPERIENCE任职资格和所需经验:

 

  • Previous customer relations experience or dispute resolution experience preferred.
  • 有处理客户关系、投诉或者有调节纠纷经验的优先；
  • Negotiation skills, a genuine desire to help people and the ability to express empathy where appropriate are also desirable skills.
  • 具有良好的沟通和谈判能力，能真诚地渴望去帮助客人解决问题，在适当的时候表露对客人的共鸣感。
  • Demonstrated ability to work independently and take initiative.
  • 具有独立并且积极主动完成工作的能力。
  • Good oral and written communication skills.
  • 具有良好的语言表达能力和书面交流技巧。
  • Confident communicator sensitive to the customer and the issues which have been raised.
  • 当客人投诉升级时，能通过自信的交流让客人理解。
  • Ability to handle challenging questions；Strong problem solving skills；Excellent attention to detail；Proficient with MS Office.
  • 具有能处理具有挑战性的投诉的能力，认真仔细并精通计算机办公软件。

Knowledge and Skills:

  • ________________________________________
  • QUALIFICATION 任职资格：
  • Above 3 years’ working experience in after sales customer service or guest relations function;
  • Working experience in travel industry or cruise line industry is preferred.
  • Spoken and written English skill

 

Send to E-mail : hrchina@rcclapac.com