Responsibilities:

1. Customer Service:

Provide customer service to premium guests across all communication channels, including email, phone calls, messaging applications (such as SMS or WhatsApp), and in-person interactions at the office or Cruise Centre, ensuring timely and accurate handling of booking enquiries.

Support the Business Development team by processing and managing booking submissions within the reservation system.

Maintain a high level of product knowledge to assist guests with detailed information about cruise itineraries, onboard experiences, and other services.

Respond efficiently and accurately to members, explaining possible solutions and ensuring that clients feel supported and valued.

2. Booking and Allotments:

Manage booking processes and cabin allotments.

Ensure accurate and efficient handling of reservations and related inquiries.

3. Issue Resolution:

Handle complex and escalated issues with professionalism and empathy.

Liaise with other departments to resolve members’ issues and ensure a seamless experience.

Track and verify daily bookings received

4. Internal Communication:

Ensure to follow all processes which enhance and streamline communication between internal and external customers.

Maintain complete knowledge of departmental policies, procedures, and service standards.

5. Adhoc Duties:

Perform any relevant adhoc duties as assigned by management.

Qualifications and Experience

Preferably with reservations or customer service experience.

Proficiency with Microsoft Office including Excel, Word and Outlook.

Required to work on weekends and public holidays, based on operational needs.

A target-driven attitude.