Senior Customer Experience Advisor - Travel Reservations

Royal Caribbean Cruises Ltd; Philippines; On-site; PHP 450,000 - 750,000; Full time

Job summary

Royal Caribbean Group is seeking a Sr. Advisor, Customer Experience Service to support trade partners and guests. The role enhances premium service through inbound calls, ensuring KPI targets and brand values are met.

Based in the Philippines, the position focuses on high-value guest inquiries, cross-functional support, and ensuring timely information delivery using in-house tools and systems.

Qualifications

• Experience within Royal Caribbean and/or the travel industry.
• Experience of guest complaints desirable.
• Ability to multitask and work under pressure.
• Excellent interpersonal and communication skills.
• Flexible, approachable with a passion for the business.
• Working on a shift pattern; weekends regularly.

Responsibilities

• Answers inbound telephone calls from travel partners and direct guests with upbeat disposition and strong customer focus.
• Servicing existing bookings through in-house Reservation System to match needs.
• Handling air enquiries using air booking tools.
• Take full ownership of guest issues and resolve them.
• Convert sales enquiry calls into bookings using in-house system.

Skills

Customer service

Verbal communication

Multitask

Flexibility

Shift work

Tools

AS400

Travelbox

WFM

KD

Job description

Royal Caribbean Group is seeking a Sr. Advisor, Customer Experience Service to support trade partners and guests. The role enhances premium service through inbound calls, ensuring KPI targets and brand values are met.

Based in the Philippines, the position focuses on high-value guest inquiries, cross-functional support, and ensuring timely information delivery using in-house tools and systems.