Customer Experience Specialist (Fluent English and German Speaker)

Royal Caribbean Group; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading cruise company is seeking a Customer Experience Specialist to enhance guest experiences through proactive communication and collaboration. This role involves overseeing daily operations, providing team support, and ensuring high-quality service. The ideal candidate will have strong leadership skills, experience in a sales environment, and the ability to motivate others while tackling challenges in a fast-paced setting.

Qualifications

• Proven experience in customer service and sales administration roles, with 2+ years in management.
• Ability to motivate teams to achieve KPIs.
• High level of computer literacy, including Excel and CRM software usage.

Responsibilities

• Collaborate with sales consultants to enhance guest experience and manage service tasks.
• Monitor and evaluate team performance, providing regular feedback.
• Coordinate daily operations and provide training to agents.

Skills

Leadership

Communication

Problem-solving

Customer service

Time management

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

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 precruiseservice tasks in order to enhance the overall guest experience, improve booking retention,increase repurchase opportunities, and manage service tasks through proactive phone and emailcommunication.

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 byConsumer Sales Management, and ensuring correct completion and tracking of actions hasbeen undertaken.
• Assist each agent with their day-to-day responsibilities as required.
• Monitor and evaluate team performance conducting regular reviews to ensure the effectiveexecution of daily tasks.
• Closely coordinate with Consumer Sales leaders on a daily basis to understand needs of theOutbound Sales Agents and provide effective support.
• Ensure all staff receives ongoing training and assist to develop any training programs toenhance the skills of each agent.
• Provide regular feedback to management on performance and KPIs and any other relevantmetrics.
• 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 othersto 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.