[Hiring] Customer Experience Specialist @Royal Caribbean Cruises Ltd

Role Description

We’re seeking a dedicated, customer-focused professional to join our Customer Xperience Center (CXC), where delivering elevated service is at the heart of everything we do. As part of this team, you’ll play a vital role in creating consistent and personalized hospitality experiences that meet customers wherever they are—whether through phone, email, chat, or social media.

The ideal candidate is passionate about helping others, comfortable using technology to enhance service, and eager to collaborate with a team that shares a commitment to excellence. If you thrive in a fast-paced environment, enjoy solving problems with empathy, and take pride in making a positive impact, then CXC could be the perfect fit for you.

The CXC Specialist serves as a key point of contact for guests, travel agents, and shipboard personnel, delivering exceptional hospitality while managing inquiries and resolving complaints related to Celebrity Cruises products and services. This role involves:

  • Promptly responding to guest requests.
  • Promoting the Captain’s Club loyalty program.
  • Maintaining accurate records of guest information and preferences.
  • Providing web support and assisting onboard teams.
  • Collaborating with shore-side teams to ensure seamless service.
  • Upholding company protocols and fostering a positive work environment.
  • Enhancing guest satisfaction and retention.

Qualifications

  • High School graduate, GED, or relevant hotel/hospitality experience preferred.
  • Ability to multi-task, pay attention to detail, and be proactive while delivering outstanding luxury service.
  • Capacity to think independently and demonstrate sound judgment.
  • Excellent follow-up and organizational skills.
  • Ability to work a flexible schedule, including weekends and holidays.
  • Proficiency in English; fluency in a secondary language is an advantage.

Requirements

  • Strong interpersonal skills and ability to foster a diverse and respectful workplace.
  • Ability to work in a call center environment.
  • High attention to detail on all interactions.
  • Ability to work comfortably in a sitting position while viewing a computer screen for extended periods.
  • Ability to hear and speak clearly using a telephone headset.

Benefits

  • Equal employment and promotion opportunity without discrimination or harassment.
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