Passenger Services Advisor, Uniworld

Description

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference. 

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

The Passenger Services Advisor provides expert level customer service to guests and travel advisors, via email, chat and phone for Uniworld Boutique River Cruises. Our vision is to deliver sales and service excellence, befitting of our luxury market, through confident and knowledgeable agents who are adept at one-contact resolution.

KEY RESPONSIBILITIES 

• Responds to guest and travel advisor inquiries by email, chat and phone. 
• Provides thorough, concise responses in alignment with our luxury brand. 
• Anticipates future issues by quality checking bookings for missing transfers, required visas, and missing PIFs among other things. 
• Suggests add-ons to enhance the cruise experience, such as extensions and Masterpiece Collection tours. 
• Works independently utilizing information from internal and external resources. 
• Collaborates with data analysis teams to leverage feedback to drive improvements. 
• Responds to post departure feedback and inquiries globally.

Requirements

 ROLE SUCCESS CRITERIA 

• Provides thorough and appropriate responses within the expected response times.
• Utilizes appropriate resources for researching and reporting.
• Meets department averages for email, phone and chat volume.

KEY INDIVIDUAL TRAITS

• Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.
• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures. 
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment. 

YOUR EXPERIENCE AND EXPERTISE

• 1+ years call center experience in a reservations or administrative role, or similar customer service experience. 
• Strong ability to communicate effectively in writing.  
• Strong drive to provide outstanding customer service. 
• Ability to locate and analyze information from a variety of sources.  
• Ability to work independently according to instruction. 

TRAVEL & OTHER REQUIREMENTS

• Location: Calabasas, CA (Hybrid) or Remote (U.S. Eligible). We are open to candidates who can work in a hybrid schedule from our Calabasas office or fully remote within the U.S. for the right fit. 

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!