Passenger Services Advisor, Uniworld

Job Description

Job Description

Description:

ABOUT US

At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

THE OPPORTUNITY

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.

WHAT YOU'LL DO

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

WHAT YOU'LL BRING

• 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.

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.

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.

TRAVEL & OTHER REQUIREMENTS

• Location: Fully Remote (U.S. Eligible)

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!