Passenger Services Advisor

At TTC, we are enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships, and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing—they change perspectives. Behind every unforgettable journey is a passionate team making it happen.

About the role

The Passenger Services Advisor provides expert-level customer service to guests and travel advisors via email, chat, and phone for Uniworld Boutique River Cruises. Our vision is to deliver sales and service excellence, befitting our luxury market, through confident and knowledgeable agents who are adept at one-contact resolution.

Responsibilities

• Respond to guest and travel advisor inquiries by email, chat, and phone.
• Provide thorough, concise responses in alignment with our luxury brand.
• Anticipate future issues by quality-checking bookings for missing transfers, required visas, and missing PIFs, among other things.
• Suggest add-ons to enhance the cruise experience, such as extensions and Masterpiece Collection tours.
• Work independently utilizing information from internal and external resources.
• Collaborate with data analysis teams to leverage feedback to drive improvements.
• Respond to post-departure feedback and inquiries globally.

Requirements

• 1+ years of call center experience in a reservations or administrative role, or similar customer service experience.
• Strong ability to communicate effectively in writing.
• Strong drive to provide outstanding customer service.
• Ability to locate and analyze information from a variety of sources.
• Ability to work independently according to instruction.

Key Traits

• Service Orientation: Strives to deliver exceptional service with empathy, responsiveness, and a solutions-focused approach.
• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.

Success Criteria

• Provides thorough and appropriate responses within the expected response times.
• Utilizes appropriate resources for researching and reporting.
• Meets department averages for email, phone, and chat volume.

Schedule

Fully remote (U.S. eligible).