Job Description
Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.
We’re looking for an amazing Guest Relations Representative to fill this role. You’ll be responsible for researching, responding, and resolving guest and travel professional concerns. You’ll also be responsible for providing information, entering guest input into operating units, and administering corporate policies.
Here’s a summary of what Holland America Line is looking for in its Guest Relations Representative. Is this you?
Responsibilities
Research guest and travel professional letters, e-mail, and phone calls received regarding inquiries, complaints, and praises and communicate internally with the appropriate company personnel to resolve the issues.
Interpret company policies regarding guest complaints to determine if compensation is warranted and authorize compensation when appropriate.
Process responses for guest and travel professional feedback.
Maintain relationships with travel professionals, management on board Holland America Line vessels, sales reps, and all internal and external customers.
Identify problem areas both internally and externally for all products and work with appropriate personnel to resolve them.
Any additional duties as assigned by supervisor.
Please note: The training hours for this position will be Monday through Friday 7:30 AM – 4 PM PT with a 30 minute lunch break. The work hours for this position will be scheduled Monday through Friday between 6 AM – 5 PM PT.
Requirements
Minimum 1 year experience in contact center preferred
Knowledge of Holland America Line product and computer applications preferred
Strong listening and verbal communication skills and remain calm under pressure
Organizational and multitasking skills
Ability to compose own correspondence
Ability to maintain confidential information
Preferred strong typing skills of 40+ wpm
What You Can Expect
Cruise and Travel Privileges for You and Your Family
Health Benefits
401(k)
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
Rewards & Incentives
Base Hourly Range: $16.35 to $22.07. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.
Our Culture…Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values.
Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
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