Tier 2 Agent, Crew Support & Experience

Position Summary:

The Tier 2 Agent, Crew Support is a fast paced and diverse role, which requires an analytical forward thinking individual.  Position requires a high level of multitasking and the ability to change direction instantly.  Individual must possess a “can do” attitude under any given situation supporting the workforce and logistics requirement of the fleet operations. This individual must be an expert in customer service, know how to handle distressed customers and escalate when needed. Within this role this individual will be responsible for handling crew and crew customer inquiries, utilizing the knowledge center. They will also be responsible for monitoring open cases, following up with Tier 2 Agents and COEs ensuring KPIs and SLAs are being met and tickets are being closed out. They must know how to answer calls, chat, and respond to open cases. The Tier 2 agent will show more familiarity with SQM policies and SOP's to be able to assist the Supervisor in the daily operations. He or she serves a Tier 2 Representative as issues may necessitate escalation. In the absence of the Supervisor the Support Agent assumes responsibility. The importance of this role is to handle all 0-6 days within travel and emergency transactions.

Essential Duties and Responsibilities:

• Processes each Passenger Name Record (PNR) within the guidelines provided in SQM for ticketing and quality, balancing cost effective travel itinerary and satisfactory routing.
• Responsible for fulfilling all crew and crew customer travel requests using the Global Distribution System (GDS) in place (ie. Sabre) arising from the E-1 system.
• Coordinate arrangements for hotel and transportation bookings through contracted hotels, GDS or other methods as needed to meet the service level.
• Attends to all customer needs received via telephone or written request, and ensure proper encoding of remarks in Salesforce, JDE, Travel Mart, or any other tool used.
• Ensures that all crew travel emergencies within six days are attended - including but not limited to travel reprinting of letter of employment (LOE), updating of E1 record, re-scheduling of crew members to meet vessel at very next port of call, etc.
• Ensure full customer satisfaction by responding emails in timely manners (within 4 hours upon receipt).
• Stays current with all policies and procedures noted in SQM (Safety & Quality Management), CBA (Collective Bargaining Agreement) and or any other material which pertains to shipboard personnel.
• Works closely with port logistics and scheduling team on crew related matters to ensure a fast and efficient resolution to any situation.
• Coordinates logistics for “just in time” sign on/off, acting as a liaison between Corporate Travel, shipboard management and external hiring sources.
• Provides functional areas within Fleet Operations with systematic information supporting an effective par level planning process and related procedures. This includes communication with HR Center/Crew Office regarding any last-minute changes to a travel itinerary, shipboard employee joining date due to an unforeseen delay, etc.
• Provide and decides on manpower plans (schedules) for departments and/or positions as necessary during emergency situations.
• Assess financial implication of decisions that has to be carried out to resolve emergency travel situations
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications:

• 4 year degree from an accredited college/university in a related field and/or previous related professional level experience in one or more of the following functions:  workforce scheduling, succession planning, recruiting and/or logistics services.
• Working knowledge of general/organizational shipboard functions and concepts.
• Knowledge of world geography and time differences.
• Knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.
• Working knowledge of applicable flag state/port state regulations related to seafarers training, licenses and certifications.
• Ability to read/write English in order to understand/interpret written procedures and emails. 
• A relevant work experience as International Travel Agent.

Knowledge and Skills:

• Customer Service skills. Must have great interpersonal skills and be able to provide great support to our crew and crew customers.
• Planning & prioritization. Determine the necessary sequence of activities and the efficient level of resources required to achieve efficient and effective schedule and itinerary.
• Optimization. Proven track-record for being able to apply optimization techniques in one or more domains such as inventory optimization and crew planning.
• Problem solving. Evaluate a problematic situation and create a resolution based on planning and reasoning. Use logic, judgment, and data to drive decisions.
• Analytical skills. Visualizes, articulates, and solves problems and make decisions that make sense based on all available information.
• Aptitude for technology. Quickly learn and apply knowledge, skills, and judgment by assessing and translating information technology into responsive and effective planning solutions. Working knowledge of computers, internet and navigate within a variety of Microsoft software packages.  Knowledge of industry programs (E1, AS400, MAPS, Remedy or other systems) as required.
• Soft skills. Good command in the English language to understand, translate and interpret procedures. This includes the ability to relay and receive instructions (written and verbal) to effectively present information and respond to questions from management, co-workers, and shipboard employees. Ability to communicate verbally and in writing, gather and relay information in a multinational and multilevel environment.
• Business. Working knowledge of general shipboard functions on a cruise ship, and the general concept of the shipboard organization. Working knowledge of applicable immigration and visa requirements related to seafarers in various geographical areas.

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