Explora Experience Customer Service Agent (Ambassador)

Explora Journeys; Philippines; On-site; PHP 520,000 - 860,000; Full time

Job summary

Explora Journeys is seeking an experienced, guest-focused ambassador based in Manila to join our vibrant global contact centre. You will manage cruise bookings, destination experiences, and pre/post-travel arrangements, delivering luxury service via phone, email, chat, and video.

You will build trusted relationships with guests and travel partners while using Salesforce and Seaware to provide personalised support.

Qualifications

• Minimum 1 year of experience in a contact centre or customer service environment, ideally in travel, tourism, or luxury hospitality.
• Fluent in English and another required language.
• Excellent verbal communication and problem-solving skills.
• Confident using digital tools and systems; experience with Salesforce and/or Versonix Seaware is an advantage.
• Willingness to work full-time on rotating shift schedule, including weekends and public holidays.

Responsibilities

• Handle all aspects of the guest journey, including cruise bookings, destination experiences, and pre/post-travel arrangements.
• Deliver exceptional luxury service across all communication channels (phone, email, video chat, live chat, etc.).
• Build strong relationships with guests and travel partners as a trusted brand ambassador.
• Use internal systems (e.g., Salesforce, Versonix Seaware) to provide personalised, seamless support.
• Share feedback and ideas to improve tools, processes, and guest experiences.
• Stay informed about Explora Journeys offerings to provide expert guidance.
• Bring passion for travel, hospitality, and high-touch service.
• Show curiosity for global destinations and cultures.
• Thrive in a dynamic, start-up environment with agility and independence.
• Demonstrate enthusiasm, ownership, and follow-through on responsibilities.

Skills

Customer service

Verbal communication

Problem solving

Tools

Salesforce

Versonix Seaware

Job description

Where passion meets opportunity

Discover your journey into the extraordinary.

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group's hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers.

As an Explora Experience Centre Ambassador, you will be part of a dynamic global contact centre team, committed to delivering exceptional service to our guests and travel advisor partners. This role is for passionate, enthusiastic and friendly guest experience individuals who enjoy being part of a dynamic team, learning new skills, and a keen desire to make a difference while contributing to the future of a start-up brand.

This role is based in Manila Office

Your Impact

• Handle all aspects of the guest journey, including cruise bookings, destination experiences, and pre/post-travel arrangements.
• Deliver exceptional luxury service across all communication channels (phone, email, video chat, live chat, etc.).
• Build strong relationships with guests and travel partners as a trusted brand ambassador.
• Use internal systems (e.g., Salesforce, Versonix Seaware) to provide personalised, seamless support.
• Share feedback and ideas to improve tools, processes, and guest experiences.
• Stay informed about Explora Journeys offerings to provide expert guidance.
• Bring passion for travel, hospitality, and high-touch service.
• Show curiosity for global destinations and cultures.
• Thrive in a dynamic, start-up environment with agility and independence.
• Demonstrate enthusiasm, ownership, and follow-through on responsibilities.

Your Journey so far

• Minimum 1 year of experience in a contact centre or customer service environment, ideally in travel, tourism, or luxury hospitality.
• Fluent in English and [another required language]. Additional languages are a plus
• Excellent verbal communication and problem-solving skills.
• Confident using digital tools and systems on a daily basis; experience with Salesforce and/or Versonix Seaware is an advantage.
• Experience delivering service via phone, email, chat, or video channels.
• Willingness to work full-time on a rotating shift schedule, including weekends and public holidays, to support guests and partners across global time zones.

Your Essentials

At Explora Journeys, we are redefining luxury ocean travel — where discovery, well-being, and a deep respect for the seas come together in harmony.

We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world's most inspiring destinations by sea.

Are you ready to turn your passion into something extraordinary Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here.