Job Description

At Probe Group, 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.

• Handling support Calls for Holland America Line brand, assisting guests and travel advisors in managing existing bookings to
• recommend, confirm, and manage gift orders, adding dining and dietary requests, booking shore excursions, onboard cabanas and
• ancillary services onboard.
• May include pre-booking, pre cruise and post booking concerns from both direct guests and travel advisors
• May need to escalate specific call types that require supervisor / manager intervention to resolve guest/TA issue where a Ship to Shore Coordinator access is limited on supporting the customer

Minimum Requirements:

• Agents are expected to be willing to report onsite and be amenable to do graveyard shift, including weekend shift as this is a US account.
• Service driven individual with proven work experience in customer service environment
• Providing positive customer experience as well as effective verbal and written communication skill, including effective email
• writing
• Able to work autonomously but able to recognize when additional support is needed on handling customer interactions and transactions
• Able to navigate multiple systems
• Attention to detail
• Must be willing to be on mostly US hours and shifting hours
• Intensely immersed in navigating different systems and knowledgebase
• Experience with call center environment in handling customer voice interactions (preferred)