Weekend Customer Service Associate:
Summary/Objective:
The primary focus of this role is to engage with customers, ensuring their needs are met while fostering long-lasting relationships. The ideal candidates will excel at addressing inquiries, de-escalating and resolving concerns, and proactively offering tailored solutions to enhance customer satisfaction and loyalty.
Key Retention-Focused Responsibilities
•Engage with customers in a personalized manner to provide comprehensive assistance and information.
•Proactively follow up with customers to ensure their ongoing satisfaction with their purchases and experiences.
•Identify opportunities to enhance the customer's experience by introducing relevant products and services.
•Employ empathetic listening to swiftly address customer questions and concerns, maintaining a positive constructive approach.
•Transform complaints into opportunities for resolution, ultimately increasing satisfaction and nurturing renewals or retention.
•Cultivate trust and strong rapport with customers through open and interactive communication.
•Deliver accurate and complete information using appropriate methods and tools, ensuring a high level of credibility.
•Continuously educate oneself about our products to offer comprehensive support during customer interactions.
•Skillfully troubleshoot common product or service issues, offering effective solutions.
•Escalate complex queries and concerns for efficient resolution.
•Embrace additional responsibilities as assigned to contribute to the team's success.
Requirements

• Demonstrated experience of 3 years in a customer support and retention capacity.
• High School Diploma or equivalent educational background and/or experience
• Proficiency in working with CRM systems and adhering to best practices.
• Exceptional phone communication skills, coupled with active listening abilities.
• Proficiency in using Microsoft Office Suite and adept at navigating various computer programs.
• Knowledge of cruise sales and services is preferred, though not mandatory.
• Adapts to change easily.
• Ability to multi-task complex scenarios with ease
• Must have weekend flexibility.

Career Advancement
Promotions will be awarded based on merit, meeting/exceeding objectives, and current needs of the business.