05/15/2022
Carnival Cruise Line- Max
What to Expect
Here is the scope of services and the kinds of tasks one can expect to
handle on a daily basis for Carnival Customer Service Program:
Serve on the front lines of the guest and Travel Agent partners
experience
Interact with guests and Travel Agent partners via phone; focusing
on questions related to Carnival cruises, destinations, ship amenities,
and many other pre-cruise related items
Provide consistent, high-quality support to all guests and Travel Agent
partners
Research, navigate, and locate answers to guests and Travel Agent
partners questions and concerns
Leverage Carnival's website, internal web-based knowledge service,
system tools, and other resources to independently respond to
inquiries
Document all calls, detailed resolution, and follow-up to actions.
This phase provides:
An overview of tools, knowledge, resources and
practice call-time necessary to use client systems
and provide quality service to client customers.
This course requires strong attention to detail,
lengthy periods of intense concentration, and a
great deal of learner involvement and class
participation
A combination of self-paced and instructor-led
3-hours of instructor-led classroom
2-hours of self-paced work
Certification Call-Taking
Earn While You Learn!
This phase is:
A combination of support sessions and live call-
taking. 1- 2 hours per day and live call-taking (Mon
Fri) between the hours of 9:00 a.m.- 10:00 p.m. ET
Agents will need to return to class during week I of
phase 2 during normal class hours to receive
briefings from instructors. Expected duration! hour.
During the Certification SOW Service Partners are
required to service a minimum of 20 intervals (10
hours) per week. during times posted in Starmatic
and as outlined in the SOW
*Subject to change based on client needs
No more than 2 Auto Fail Scores during one or more of the 3 weeks of post instructor-led
Complete pre-course work prior to day 1 of class (if applicable)
successfully pass mock call genarios with the instructor
Successfully pass live certification call-taking days (if applicable)
100% completion of daily self-paced work
90% or greater on assessments, mid-term and final assessments
Select and service a minimum of 20 intervals per week/4 intervals per weekday during first three weeks
post instructor-led certification
Successfully attain 80% average or higher on QA
Attend certification preparedness session day 1 post instructor-led certification
All lamers must complete the Service Partner Security Awareness self-paced course and score 85% or
higher on the assessment before the last day of class in order to be certified
All pre-course work must be completed before the first day of class.
A background check will be prompted once you pay for the course. Details on the
type of background chegk and the requirements to pass it will be provided before
payment is made.
If a Service Partner does not pass the background check, the certification
course fee will be refunded, minus a processing fee which will be
displayed/visible before payment is made.
If a course is paid for with a voucher, a voucher will be re-issued, minus a
processing fee.
Refunds will not be provided if the background check is not completed in a
timely manner.
