Agent, Global Gaming Guest Services at CARNIVAL CRUISE LINE

The Global Gaming Guest Services Agent is a shoreside function inside Global Guest Insights & Support within the Marketing group. This place is chargeable for delivering well timed, skilled assist to on line casino visitors earlier than, throughout, and after every voyage, making certain inquiries, requests, and issues are resolved with accuracy and care.

The agent workouts sound judgment when making comping and repair selections in alignment with firm tips, leveraging onboard gaming exercise and qualifying components to make sure consistency, equity, and an elevated visitor expertise.  Serving as a central level of contact, the agent companions intently with cross‑purposeful groups together with Reservations, Revenue, and shipboard on line casino operations, offering correct visitor info and proactive communication to assist seamless on line casino applications and operations.

In addition to each day visitor assist, the agent contributes to steady course of enhancements and repair excellence. Success on this function is measured by adherence to service degree agreements (SLAs), accuracy of documentation and selections, and contributions to key efficiency indicators akin to backlog discount and first‑contact decision. and assist focused enchancment initiatives aligned with Clinical Services priorities.

Essential Functions:

• Processes visitor assist for Win/Loss statements, W‑2G and 1099 statements, Lines of Credit, gaming pockets balances, and normal on line casino‑associated inquiries throughout all manufacturers. Prepares, updates, and distributes weekly reviews, visitor lists, and on line casino credit score lists, making certain accuracy and well timed supply throughout all fleets. Supports steady course of enhancements to boost readability, effectivity, and operational effectiveness. Serves as a backup useful resource for CRM (Zendesk) and ticketing platforms, helping with system upkeep, updates, and operational wants as required.  Consistently meets established service degree agreements (SLAs), sustaining efficiency requirements above 75% whereas delivering correct, excessive‑high quality visitor service.

• Resolves escalated points from reservations and shipboard on line casino groups associated to on line casino provides, comp eligibility, and visitor service issues. Exercises sound judgment when evaluating exceptions, making certain selections align with firm tips whereas supporting a optimistic visitor expertise. Provides steerage to inner companions by clarifying insurance policies, explaining comp selections, and reinforcing finest practices.  Identifies recurring points or developments and escalates alternatives for course of enhancements, system enhancements, or focused coaching to scale back repeat escalations and enhance operational effectivity.  Responsible to figuring out patterns in escalations and doc system errors and communication gaps. Examples embrace resolving disputed or lacking on line casino provides/perks, reviewing comp eligibility based mostly on visitor play, correcting inaccuracies impacting visitor advantages, addressing service restoration issues, visitor account or gaming pockets points.

• Develops and maintains documented workflows and reference supplies to assist peer coaching and data sharing supporting procedural steerage, workflow enhancements, and a collaborative, visitor‑centered workforce setting.

Knowledge, Skills & Abilities:

• Scope:  The Agent, Global Gaming Guest Services serves as the first shore‑facet assist for on line casino visitors throughout the fleet, making certain constant service earlier than and after every voyage. The function works intently with shipboard Casino and a number of shore‑facet groups—together with Reservations, Casino Marketing, and Finance—to course of on line casino‑associated requests, apply comping and credit score tips precisely, and assist visitor satisfaction for our on line casino visitors. In addition to direct visitor assist, the agent helps keep operational accuracy, reporting, and techniques (together with backup administrative help with CRM/ticketing techniques), performing as a key hyperlink between ship and shore to make sure alignment and easy execution of our on line casino applications. Decision‑making and supporting Clinical Services in advancing excellence in apply.

• Problem fixing:  The function requires the flexibility to evaluate visitor points that usually contain incomplete info, conflicting recollections, disputes, or time‑delicate conditions. The agent should interpret on line casino insurance policies, evaluation account exercise, confirm play historical past, and consider eligibility for provides or comps whereas sustaining equity and consistency. Situations might contain coordinating with shipboard groups throughout completely different time zones, anticipating operational challenges, and resolving escalations from Reservations or on line casino management. The agent is predicted to research knowledge from a number of techniques, determine discrepancies, and decide acceptable options that stability visitor satisfaction with adherence to firm tips. This requires sound judgment, consideration to element, and the flexibility to navigate ambiguity whereas upholding on line casino compliance requirements.

• Impact: The Global Gaming Guest Services Agent has a direct influence on visitor satisfaction, on line casino program effectiveness, and the general popularity of Global Gaming Operations.  The agent’s potential to fulfill and exceed established service degree agreements (SLAs) instantly influences response and determination instances, visitor confidence, and general service high quality. Serving as a key connection level between shipboard Casino and a number of shoreside departments, the agent helps compliance with on line casino insurance policies and contributes to the seamless execution of on line casino info throughout all manufacturers. By making certain the correct and well timed processing of on line casino provides, credit score requests, and pre/put up‑voyage inquiries, the function helps on line casino initiatives whereas upholding service requirements throughout the fleet. The high quality, accuracy, and timeliness of the agent’s work play a crucial function in shaping visitor loyalty, enhancing the onboard expertise, and supporting the effectiveness of on line casino advertising efforts globally.

• Teamwork/cross purposeful collaboration: The Global Gaming Guest Services Agent collaborates intently with shipboard Casino and a number of shore facet departments throughout all manufacturers, together with Accounting, Casino Events, Marketing, and the Call Center, to assist seamless on line casino operations and visitor service. The function requires clear, skilled communication, robust coordination expertise, and the flexibility to handle expectations whereas navigating established insurance policies and on line casino processes. The agent works cross‑functionally to trade correct info, resolve inquiries, and assist shared operational objectives. Through constant collaboration and a focus to element, the agent helps uphold service requirements and ensures alignment throughout the broader Global Gaming Operations.

For all roles:

• Knowledge:  Understanding of office insurance policies and procedures / Familiarity with workforce collaboration instruments and methods.

• Skills:  Strong time administration and organizational expertise

• Abilities:  Ability to take care of dependable and constant attendance / Capacity to be punctual and meet deadlines / Ability to collaborate successfully with colleagues and work as a part of a workforce / Demonstrated professionalism in all interactions and duties.

Qualifications:

The function requires a robust basis in visitor dealing with service inside quick paced, excessive quantity environments, with demonstrated potential to deal with delicate or complicated buyer points with professionalism and accuracy. Candidates should have stable data of customer support finest practices, together with managing inquiries throughout a number of channels, navigating ambiguous conditions, and making use of policy-based choice making. Experience working with CRM or ticketing techniques, in addition to familiarity with operational workflows that contain cross‑division coordination, is crucial. The function additionally requires consolation decoding monetary, transactional, or account-based info to assist on line casino‑associated processes. Success on this place is dependent upon the flexibility to speak clearly, keep composure underneath stress, and ship constant, detail-oriented assist that aligns with organizational requirements                                                                              

These {qualifications} characterize the minimal, auditable necessities wanted to efficiently carry out the duties of the function and to be eligible for recruitment or continued employment.

• High faculty diploma or equal.

• Minimum of two years of expertise in customer support, hospitality, or cruise‑associated roles.

• Strong written and verbal communication expertise.

• Proficiency with primary pc techniques, CRM/ticketing platforms, and Microsoft Office functions.

• Ability to work in a quick‑paced, dynamic setting and adapt to ambiguity.

• Strong consideration to element and accuracy when dealing with visitor info, monetary knowledge, or on line casino‑associated documentation.

• Zendesk platform expertise most popular.

Travel:  No or little or no journey probably

Work Conditions: May be requested to work a distinct shift..

Physical Demands: Must be capable of stay in a stationary place at a desk and/or pc for prolonged intervals of time.

This place is classed as “remote.”  As a distant function, it permits staff to work full-time from their house. It might also require common journey to Carnival headquarters in Miami, FL for in-office collaboration.  Sourcing of candidates is primarily achieved in Carnival’s distant hubs of Orlando, Tampa, Atlanta, Houston, and Dallas.  If the search is prolonged previous these areas, candidates should be situated in one of many following U.S. states:  FL, GA, TX and NC 

Offers to chose candidates can be made on a good and equitable foundation, taking into consideration particular job-related expertise and expertise.   

At Carnival, your complete rewards bundle is far more than your base wage. All non-sales roles take part in an annual money bonus program, whereas gross sales roles have an incentive plan. Director and above roles might also be eligible to take part in Carnival’s discretionary fairness incentive plan. Plus, Carnival supplies complete and revolutionary advantages to fulfill your wants, together with: 

• Health Benefits:
  • Cost-effective medical, dental and imaginative and prescient plans
  • Employee Assistance Program and different psychological well being assets
  • Additional applications embrace firm paid time period life insurance coverage and incapacity protection
• Financial Benefits:
  • 401(ok) plan that features a firm match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with advantages staff obtain days off for 8 company-wide holidays, plus 2 further floating holidays to be taken on the worker’s discretion.
  • Vacation Time – All full-time staff on the supervisor and under degree begin with 14 days/yr; director and above degree begin with 19 days/yr.  Part-time with advantages staff obtain day without work based mostly on the variety of hours they work, with a minimal of 84 hours/yr.  All staff achieve further trip time with additional tenure.
  • Sick Time – All full-time staff obtain 80 hours of sick time annually.  Part-time with advantages staff obtain day without work based mostly on the variety of hours they work, with a minimal of 60 hours annually.
• Other Benefits
  • Complementary stand-by cruises, worker reductions on confirmed cruises, plus particular charges for household and mates
  • Personal {and professional} studying and improvement assets together with tuition reimbursement
  • On-site Fitness heart at our Miami campus

#Corp

#LI-RemoteRemote

#LI-TM1