Cruise Specialist

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Customer Service Representatives will handle customer inbound service calls that may be pre-booking and post in nature. Customer Service Representatives (Service) will assist in customer’s inquiries, concerns, or questions, as well as action requests to manage existing bookings for both direct guests and travel advisors.
This role will use knowledge of the client-specific processes, policies, products to respond to customer’s queries and provide assistance to resolve customer needs. This will be done through accessing the client's reservations system to action any requests that require amendment to existing bookings, or creating new bookings. In addition to the reservations systems, Customer Service Representatives are given access to the client’s knowledge base, where processes, policies and updates are housed in order to provide the most up to date information and most suitable resolution for customers.
Customer Service Representatives ring-fences customer satisfaction in the inbound channel, upholding solid customer experience by ensuring complete and accurate information is utilized and provided when handling customer interactions, that the calls are handled in an efficient manner, as well as demonstrating customer service throughout the conversation with the customers.