Customer Experience Specialist (Fluent English and German Speaker)

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

ABOUT THE COMPANY

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Whether you want to gaze at icebergs or palm trees, the choice is yours. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered.  We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

ABOUT THE ROLE

The Customer Experience Specialist (Fluent English and German Speaker) will collaborate with Outbound Cruise Consultants to deliver high-quality precruise service tasks in order to enhance the overall guest experience, improve booking retention, increase repurchase opportunities, and manage service tasks through proactive phone and email communication.

KEY RESPONSIBILITIES

• Work/collaborate with 10 Inbound/Outbound Sales Consultants on their guests’ bookings, ensuring that the team provides timely and accurate support to the Outbound Sales team for post-sale services such as:
- Air bookings and service
- Hotel/Land/Transfer requests
- Visa information
- General administration (documents, guest information, booking updates etc.).
- General guest queries.
• Oversee daily operations by providing each agent a set list of tasks to action as agreed by Consumer Sales Management, and ensuring correct completion and tracking of actions has been undertaken.
• Assist each agent with their day-to-day responsibilities as required.
• Monitor and evaluate team performance conducting regular reviews to ensure the effective execution of daily tasks.
• Closely coordinate with Consumer Sales leaders on a daily basis to understand needs of the Outbound Sales Agents and provide effective support.
• Ensure all staff receives ongoing training and assist to develop any training programs to enhance the skills of each agent.
• Provide regular feedback to management on performance and KPIs and any other relevant metrics.
• Foster a positive and collaborative team environment.
• Perform other duties as directed when appropriate to the scope and level of this position.

KNOWLEDGE AND SKILLS

• Proven experience in a customer service, sales, or sales administration role, with at least 2+ years’ experience in a team leader or management position in a call centre environment.
• Strong leadership and team management skills, with the ability to motivate and inspire others to deliver on KPIs.
• Excellent communication and interpersonal skills, verbal and written.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and a proactive approach to identifying and addressing issues.
• A high level of computer literacy – Excel, Word etc. and proficient in using CRM software.
• Motivated, can-do team player.
• Typing on web chat (50/55 words/minute).
• Diligent and process driven, with high attention to detail.
• Existing experience in travel industry highly valued.