Customer Experience Team Lead (UK & Ireland)

ROYAL CARIBBEAN GROUP; Makati; On-site; PHP 4,063,000 - 5,625,000; Full time

Job summary

Royal Caribbean Group is seeking a Supervisor for Customer Experience Services to lead a team of service agents in the UK&I market. The role emphasizes coaching, performance tracking, and delivering exceptional customer care across shifts.

You will supervise 10–18 agents, work with an outsourced partner, and ensure high-quality service while meeting KPIs. A Bachelor’s Degree and English fluency are required, with travel availability and UK&I experience preferred.

Qualifications

• Bachelor’s Degree or equivalent combination of education and experience required.
• At least one year supervisory or leadership experience preferred.
• 100% fluent English, written and verbal.
• Royal Caribbean Group experience preferred.

Responsibilities

• Supervise a team of 10 to 18 service agents during UK&I operating hours.
• Track performance against KPIs and escalate where needed.
• Provide coaching and development to agents to improve service.
• Collaborate with an outsourced partner and cross-functional teams.
• Handle escalations and ensure adherence to policies and procedures.

Skills

Supervisory experience

Customer service

Coaching

English proficiency

Education

Bachelor’s Degree

Tools

AS400

Travelbox

Siebel

Job description

Royal Caribbean Group is seeking a Supervisor for Customer Experience Services to lead a team of service agents in the UK&I market. The role emphasizes coaching, performance tracking, and delivering exceptional customer care across shifts.

You will supervise 10–18 agents, work with an outsourced partner, and ensure high-quality service while meeting KPIs. A Bachelor’s Degree and English fluency are required, with travel availability and UK&I experience preferred.