Cruise Customer Service Representative

Company Description Arrivia provides travel loyalty, booking, and marketing solutions that help consumer brands deliver exceptional travel value, unlock new revenue, and drive growth through rewards and member benefits. The company focuses on helping people around the world travel better and experience more through curated travel opportunities. Team members use their expertise to create memorable experiences for partners and members. With offices on both coasts of the US and in multiple global locations, Arrivia embraces diversity and a shared passion for travel across its international workforce.
Role Description This full-time Cruise Customer Service Representative role is an on-site position based in Mumbai. The role involves handling inbound and outbound customer interactions related to cruise bookings, changes, cancellations, and general inquiries. The representative will guide customers through cruise options, pricing, and promotions, ensuring accurate information and timely resolutions. Daily tasks include managing reservations in internal systems, coordinating with partners and suppliers, documenting all interactions, and following up to ensure customer satisfaction. The role also requires adherence to performance metrics, compliance with company policies, and active participation in team meetings and training sessions to stay current on products and procedures.
Qualifications
Strong customer-facing skills, including experience as Customer Service Representatives and in Customer Service environments.
Proficiency in Customer Support processes, including handling inquiries, resolving issues, and managing service requests.
Ability to drive Customer Satisfaction through efficient problem-solving, clear communication, and proactive follow-up.
Focus on delivering a positive Customer Experience, with empathy, patience, and a consultative approach.
Excellent verbal and written communication skills in English; additional language skills are an advantage.
Comfort with computer systems, reservation platforms, and CRM tools; ability to learn new software quickly.
Willingness to work shifts, weekends, and holidays as required by the travel industry and business needs.
Prior experience in travel, hospitality, or cruise booking is preferred; high school diploma or equivalent required, further education is a plus.

Work arrangement
No