For all interested in working at Crystal Serenity Cruises.
- He is the World’s Best cruise line, all the time seek to employ individuals who share passion for excellence.
You can find job by category :
From shipboard personnel on deck as well as hotel staff including positions in the front office.
There are plenty of opportunities for anyone who wants to join our award-winning Crystal Family .
Browse latest job vacancies at the company , Search for your perfect job at Crystal Cruises
Reservation Operations and Sales Supervisors
Location: Miami, FL
This position requires leadership skills, excellent interpersonal skills, attention to detail, and the ability to multitask and work with efficiency and accuracy in a high demand environment :
•Monitor and coach team members according to established guidelines.
•Track attendance and provide continuous feedback including progressive disciplinary / improvement plans, if needed.
•Review evaluation scores given and determine action plan, including goals and follow up time frame.
•Ensure agents are adhering to KPI’s set forth by the management team and determine corrective actin where necessary.
•Coordinate with the department manager to ensure all changes and communications are distributed and discussed and that any training that needs to be conducted is coordinated.
•Assist and support the reservation team when required to trouble shoot and solve any complex issues.
•Assist the department manager with any projects or tasks that need to be handled and ensure work is done within deadlines.
•Other duties as required.
•Work closely with workforce management to identify opportunities for improvement in adherence and call handling and coach to that behavior, accordingly.
Specific Job Skills :
•Intermediate to advanced Seaware knowledge.
•Thorough understanding of reservations policies and procedures.
•Good accounting skills and math aptitude.
•Excellent verbal and written communication skills
•Leadership skills.
•Trouble shooting and problem solving skills as well as negotiation skills.
•The ability to effectively communicate with all levels within the organization, to obtain desired results.
•Diplomacy and professionalism.
•Work well under pressure and ability to meet deadlines
•Ability to work very closely with others in a team environment, information share and collaborate on solutions to provide assistance and continued support to enhance agents performance
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Quality Assurance analyst
Location: Los Angeles, CA
The position is responsible for assessing the quality of the performance of the call center agents.
Required qualifications - skills and experience :
•2-5 years experience in call center customer service required.
•Experience in coaching and training required.
•Effective coaching, and leadership skills.
•Excellent written and verbal communication skills.
•Effective interpersonal skills to engage with all levels within the organization and drive positive behaviors with the agents.
Ability to work in a team environment and collaborate on solutions for call center improvement
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Reservation Support Agent
Location: Miami, FL
Duties ;
•Handle incoming calls to the Assist line to ensure reservation agents have the assistance they need.
•Assist and support the reservation team when required to trouble shoot and resolve complex issues.
•Calculate and manage application of Crystal Society Milestones (only applies to the old program, new program is handled by Crystal Society department)
•Reconcile voyage-end accounting before sailings are closed by accounting including commission and commission recalls.
•Manage Tour Credits in the FIT environment.
•Apply Rollover Vouchers and Future Cruise Credits
•Apply promotional certificates and track utilization.
•Handle and track agency transfers.
•Assist with pricing and re-fare issues: Calculate and be able to explain pricing.
•Manage daily refund report; verify accuracy of pricing and promotions and approve bookings with negative balance due
•Coordinate onboard Cruise Consultant bookings and booking deposit receipts.
•Assist in answering emails within the International Reservations Inbox
•Coordinate with Manager, Port Ops to determine Port Deviation legalities and apply to bookings accordingly.
•Answer Ask Crystal emails that are generated from the website.
•Manage Mass Mailings.
•Assist and provide back up to Dispatch as needed.
•Assist Guest Relations / Revenue Accounting with accounting inquiries related to guest / travel partner claims.
•Create Vendors for processing of wire / check refunds using Dynamics.
•Manage and process third party payments.
•Manage and process bookings in the Repair Queue.
•Manage and apply offers that are generated for itinerary changes / charters / voyage cancellations.
•Provide insurance provider with booking financial, payment and refund details for filed insurance claims (AON only, not sure how Allianz works yet)
•Assist with other Reservations Sales team support duties and overflow calls as needed.
•Work special projects as needed.
•Intermediate to advanced Seaware knowledge.
•Understanding of booking procedure, pricing and promotions
•Strong accounting skills and math aptitude.
•Experience with Excel and Word
•Excellent verbal and written communication skills
•Work well under pressure, meets deadlines and manage daily activities with limited supervision.
Required qualifications - skills and experience :
•Previous Reservations Sales background
•Strong accounting and technical skills
•Positive, Six Star Phone Skills
•Professional writing skills and e-mail etiquette
•Consistent delivery of excellent customer service
•Excellent accounting and math aptitude
•Ability to work efficiently and accurately in a high demand environment
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Workforce Management Analyst
Location: Miami, FL
This position requires experience in workforce management, creating reports, critical thinking, problem solving ability, leadership skills, excellent interpersonal skills, attention to detail, and the ability to multitask and work with efficiency and accuracy in a high demand environment.
Duties;
•Real time call queue monitoring ensuring schedule adherence is being watched and followed.
•Create performance dashboards summarizing overall call performance.
•Create shift bids and determine shift bid frequency based on call patterns.
•Pro-actively monitor and adjust the operational plan to assist in achieving department KPI’s.
•Perform analytical reviews to create, modify and adjust short term and long-term schedules.
•erform continuous analysis of headcount and attrition and make recommendations for adjustments in staffing.
•Analyze hold times, offline work, shrinkage, and overall phone handling.
•Optimize long term and real time performance by using reporting, analytics, and the WFM platform to schedule all offline activities.
•Processes management requests for modification of scheduling events such as trainings / meetings, etc.
•Perform routine skill audits to ensure proper staffing, and scheduling.
•Perform schedule analysis to assist with defining optimal schedule assignments.
•Processes schedule trade requests for posted schedules.
•Assist the department manager with any projects or tasks that need to be handled and ensure work is done within deadlines
•Role will expand for all the above duties to serve other departments that maintain call centers.
•Other duties as required
Required qualifications - skills and experience:
•2-5 years’ experience in Workforce management.
•Experience with Workforce Management software (scheduling, performance tracking, reporting).
•Intermediate to advanced knowledge in Excel.
•Strong analytical skills and attention to detail, with emphasis on forecasting.
•Excellent verbal and written communication skills.
•Skills in complex problem solving, judgment, critical thinking and decision making.
•The ability to effectively communicate with all levels within the organization, to obtain desired results.
•Diplomacy and professionalism
•Work well under pressure and ability to meet deadlines.
•Ability to work very closely with others in a team environment, information share and collaborate on solutions to enhance agents phone performance.
•Ability to sit the entire workday viewing a computer monitor and watching call queues.
•Flexibility to work occasionally on evenings and weekends.
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