Concierge Suite Experience Fort Lauderdale, FL, United States Full time We are looking to hire a Concierge, Suite Experience. The Concierge, Suite Experience is responsible for supporting guests with personalized service needs before, during, and after their cruise experience. This role involves handling concierge-related requests, dining arrangements, celebrations, accessibility support, special accommodations, pre-cruise planning, and service recovery concerns. The role serves as a central point of contact for guests, travel advisors, and internal teams to ensure timely follow-up, coordination, and resolution of issues. The Concierge, Suite Experience will work closely with shipboard and shoreside teams to deliver a seamless and elevated guest experience while maintaining strong attention to detail, professionalism, empathy, and operational excellence. The ideal candidate will have strong written and verbal communication skills, exceptional guest service abilities, and experience handling escalated or sensitive guest concerns. Here’s a summary of what Princess is looking for in a Concierge, Suite Experience. Is this you? Responsibilities: - Provide concierge-level support to guests before, during, and after the cruise, including special requests, celebrations, dining, accommodations, accessibility support, and onboard planning. - Partner with shipboard teams, Guest Services, Dining, Accessibility, Reservations, and other business partners to coordinate guest requests and resolutions. - Manage guest interactions through Siebel, Salesforce, or other systems by creating and updating Service Requests, activities, and notes to ensure proper follow-up and resolution. - Research and respond to guests, travel advisor, and internal inquiries received via phone, email, letters, or service requests. - Follow up with guests regarding service recovery, requests, or concerns to ensure satisfaction and reinforce loyalty to the Princess brand. Knowledge & Skills: - Scope: The Guest Service Concierge supports guests through a variety of service-related needs including dining requests, celebrations, accessibility coordination, special occasions, pre-cruise planning, service recovery, and onboard support concerns. - Problem solving: The Guest Service Concierge must be able to assess guest concerns, identify the root cause of issues, and determine the best course of action to provide timely and thoughtful resolutions. This role requires strong critical thinking, sound judgment, and the ability to balance guest satisfaction with operational guidelines. - Impact: The Guest Service Concierge has a direct impact on guest satisfaction, loyalty, and overall brand perception. By delivering personalized support, resolving concerns quickly, and creating memorable experiences, this role helps strengthen guest confidence in Princess Cruises. The position also supports operational efficiency by coordinating across teams, reducing escalations, improving communication, and identifying opportunities to enhance the overall guest experience. - Leadership: The Guest Service Concierge demonstrates leadership through strong ownership, professionalism, and accountability in every guest interaction. This role leads by example through collaboration, effective communication, sound judgment, and a commitment to delivering exceptional service. For all roles: - Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques. - Skills: Strong time management and organizational skills - Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks. Requirements: - High School Diploma or equivalent required - Minimum 2+ years of hospitality, concierge, guest services, travel, cruise, or contact center experience - Strong written and verbal communication skills - Excellent customer service and interpersonal skills - Strong attention to detail, organization, and time management - Ability to handle escalated guest concerns with empathy and professionalism - Proficiency in Microsoft Office and customer service systems such as Siebel or Salesforce - Ability to work independently and collaboratively across multiple departments This position is classified as “remote.” As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Princess headquarters for in-office collaboration. Princess provides comprehensive and innovative benefits to meet your needs, including: What You Can Expect - Cruise and Travel Privileges for You and Your Family - Health Benefits - 401(k) - Employee Stock Purchase Plan - Training & Professional Development - Tuition & Professional Certification Reimbursement - Rewards & Incentives

Role Description As Customer Experience Manager PAY, you will join a team of Customer Experience Managers based in Germany, who are experts in payment solutions, impacting all HRS PAY customers globally. Our role is to support all our stakeholders, answering customers' inquiries on payment solutions, and acting as trusted experts continuously improving the PAY customer journey. In this position, we work closely with multiple teams located all around the world. Qualifications - Several proven years of professional experience in Customer Experience, Customer Success, or related fields within B2B environments. - Exposure to the payments industry and Enterprise customers management; ideally in travel or fintech. - Customer-centric mindset with passion for delivering exceptional service. - Strong analytical and problem-solving abilities with a data-driven approach. - Excellent communication and stakeholder management skills, first experience in conducting internal trainings. - Experience in working within a matrix organization and cross-functional collaboration. - Ability to prioritize effectively and thrive in fast-paced, dynamic environment with continuously evolving products and solutions. - Experienced in working in virtual, high-performing teams. - Structured, detailed oriented working style with strong organizational skills. - Fluency in German and English, spoken and written; additional language such as Italian or French is a plus. Requirements - Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products. - Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions. - Identify and escalate critical issues to the appropriate team and leadership to mobilize resources. - Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams. - Build collective expertise through knowledge sharing & best practices across the CXM team. - Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation. - Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality. - Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement. - Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations. - Contribute to optimizing issues resolution workflows and the overall PAY Customer journey. Benefits - The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus. - The position is remote within Germany. Company Description HRS reinvents how businesses Work, Stay and Pay. Counting more than 5,000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged as the most trusted platform for digital software solutions in business travel hospitality worldwide. The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking, and Invisible Payment.

• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues • Navigate multiple systems and applications simultaneously to document interactions and provide accurate solutions • Meet established goals for all performance metrics including call quality, productivity, and schedule adherence

Senior Complaint Specialist Location: Austin, Texas Hybrid Job Description The Opportunity As our Senior Complaint Specialist, you will play a critical role in ensuring the safety and regulatory integrity of our products after they reach clinicians and patients. You will be responsible for the end-to-end management of product complaints, ensuring that every report is handled with the highest level of technical accuracy and regulatory compliance. This role is a key pillar of our post-market surveillance strategy, bridging the gap between customer feedback and continuous quality improvement. The Senior Complaint Specialist requires experience in the medical device industry with a clear understanding of medical device complaint handling processes, trending, and regulatory reporting procedures. This role will be responsible for identifying, reviewing, and processing complaints for evaluation as required by applicable regulations, standards, and company procedures. This role serves as a primary subject matter expert for complaint escalations and ensures that all reporting requirements to domestic and international regulatory authorities are completed accurately and on time. Job Responsibilities: - Complaint Handling: Assess reports received through multiple customer feedback channels to identify alleged deficiencies, ensure accurate documentation, and manage timely complaint review and closure. - Regulatory Reporting: Ensure timely and accurate Medical Device Reporting (MDR) and adverse event reporting to external regulatory authorities as required to ensure compliance with global regulatory requirements, including but not limited to FDA (21 CFR 820, 803, 806) and EU MDR. - Data Analysis & Statistical Trending: Collect, evaluate, and analyze complaints data to identify trends, potential risks, and opportunities for product improvement. - Quality System Support: Provide support on the maintenance of department documents and procedures; participate in Quality Management System (QMS) activities and Risk Management activities, including Health Hazard Evaluations (HHE), CAPA, and Nonconformance Reports (NCR). - Field Actions & Recalls: Provide support on product field action activities, including identification, risk assessment, stakeholder communication, and coordination of corrective actions. - Cross-Functional Liaison: Assist Customer Support and serve as a technical liaison for complaint escalations, providing support on complaint closure approvals; Provide guidance and mentorship to team members on process execution and regulatory requirements. - Process Optimization: Identify efficiencies in our surveillance workflows to scale our operations Skills Needed: - Regulatory Knowledge and deep understanding of 21 CFR 820, 21 CFR 803, 21 CFR 806, EU MDR, Health Canada MPR, ISO13485, and ISO 14971 - Proficient with Salesforce, Tableau, Electronic Document Management Systems (EDMS), Google Workspace, and MS Office - Strong critical thinking skills and great attention to detail - Ability to work as a self-starter in a fast-paced, adaptive environment and mentor team members - Excellent communication, documentation, and time management skill - Ability to stay current with global regulatory requirements and industry best practices Educational Requirements & Work Experience: - Education: Bachelor’s degree in Science, Engineering, or a related field. - Experience: 5+ years of relevant experience in the medical device industry, software medical device products (class II/III) preferred. This position has an estimated base salary of $75,000 to $100,000 and bonus.