Princess Cruises · 1 month ago
Air Customer Service Agent - REMOTE - US
United States
Full-time
Remote
New Grad, Entry Level
$16.35/hr - $22.07/hrPrincess Cruises is the world’s leading international premium cruise line and tour company, seeking an Air Customer Service Agent to support Guest Travel. The role involves managing phone volume, responding to escalated calls, and ensuring customer satisfaction through effective communication and operational decision-making.
Adventure TravelLeisureTourismTravelTravel Agency
No H1B
Responsibilities
Answer phone calls/chat messages in regard to air issues, responds to e-mails and voicemails, and relays messages accurately and promptly
Amend major schedule changes, perform ticketing activities (issuance, refunds, exchanges, etc.)
Track and fix incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares
Realign pricing within PNR to have records re-priced in order to collect additional money outside final payment
Certify all air tickets issued for passengers taking a flight by updating the ticket match exception report
Assign ancillary services to guests when requested
Process guest entertainment, crew executive travel, VIP requests and provide down line communication to port agents, hotels and ground transportation
Research air schedules booked for crew outside of budget
Process last minute crew changes in regards to air accommodations
Provide next port protection coverage (flight re-accommodation) to accommodate passengers when needed
Communicate effectively with customers, co-workers and management to reduce communication-related work errors
Consistently deliver on commitments to external and internal customers to drive customer satisfaction
Demonstrates commitment through behaviors and performance that are aligned with our core values
Exhibits integrity, fairness and professionalism in every day conduct
Qualification
Required
The incumbent will need to have air guest agent oversight, customer service, quality assurance skills and compliance and be aligned with our core values and culture
Operational Decision Making: Decisions focus on day-to-day activities within the company. Decisions made at this level help to ensure daily activities proceed smoothly and therefore help to move the company toward reaching a strategic goal. They have short term consequences
Standard Decision Making: These decisions are those that are repetitive decisions on a recurring basis and are commonly related to daily activities. They are relatively simple, relying on historical data and previous solutions
Proficient in Microsoft Word, Excel and Outlook
Excellent phone and customer services skills
Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management
Excellent phone customer service skills
Knowledge of all aspects of the Sabre airline reservation system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing
Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status)
This position is 100% fully remote, US only. (Please note we are not set up for remote work in AR, CT, DE, HI, IA, KY, LA, ME, MS, MT, NE, NH, ND, OK, SD, VT, WA, WV and WY.)
Benefits
Cruise and Travel Privileges for You and Your Family
Health Benefits
401(k)
Employee Stock Purchase Plan
Training & Professional Development
Tuition & Professional Certification Reimbursement
Company
Princess Cruises
One of the best-known names in cruising, Princess Cruises is a global cruise and tour company.
Founded in 1965
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Carmen Corvos-Roig
Senior Vice President of Sales
Gustavo Antorcha
President
Recent News
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