Senior Customer Experience Advisor - Premium Service

Royal Caribbean Group

Pasay

On-site

PHP 391,000 - 614,000

Full time

4 days ago

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Job summary

Royal Caribbean Group is seeking a Sr. Advisor, Customer Experience Services to join our inbound contact centre team in a role that supports trade partners and guests from initial sales enquiry through air and service touchpoints to the guest's cruise holiday.

The ideal candidate will deliver premium service to Royal UK & Ireland trade partners and guests, meet KPIs, and uphold the Royal brand values while guiding guests with accurate information and proactive problem solving.

Qualifications

Experience within Royal Caribbean and/or travel industry in a cross-functional CS/sales/ops role.
Experience handling guest complaints is desirable.
Strong attention to detail and ability to multitask under pressure.
Excellent interpersonal and communication skills; flexible and customer-focused.
Ability to work in shifts, including weekends.

Responsibilities

Answer inbound calls from trade partners and guests with a friendly, solution-focused approach.
Service existing bookings and air enquiries using in-house tools.
Own guest issues and provide first-call resolution where possible.
Convert sales inquiries into bookings while maintaining brand standards.
Maintain high quality service levels and meet KPIs.