Guest Care Agent

The Guest Care Sail & Sign Specialist is responsible for handling post-cruise inquiries related to Sail & Sign accounts, including resolving issues such as bank holds, duplicate charges, and onboard charge disputes. The role requires excellent communication skills, independence, troubleshooting abilities, and a customer-focused approach.

Location: Remote (Global)

Responsibilities

• Service inquiries related to Sail & Sign accounts.
• Create and accurately document iCare files.
• Responsible for accurate compensation and data entry to ensure appropriate refunds/credits are issued.
• Finalize case by providing resolution details in writing.

Requirements

• Proficient in Microsoft Outlook, Word, and Excel.
• Self-starter who works well with little supervision.
• Willing and able to work weekends and holidays if needed.
• Excellent written and verbal English communication skills.
• Contact Center-related skill set is preferred.

Benefits

• Comprehensive health benefits.
• Work flexibly from anywhere in over 20+ workspace locations.
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge).
• Diverse learning & growth opportunities.
• Accessible Cloud HR platform (Sprout).
• Above standard leaves.

Additional Information

• This position requires full commitment to promoting an ethical and compliant culture, including integrity, honesty, respectful treatment of others, and willingness to speak up about misconduct.