Sr. Advisor, Customer Experience Sales

Royal Caribbean Group; Virginia (MN); On-site; USD 65,000 - 85,000; Full time

Job summary

Royal Caribbean Group is seeking a Sr. Advisor, Customer Experience Sales to handle cruise ticket bookings and inquiries via phone, email, and online chat, while achieving sales targets and maintaining high service standards.

The role requires strong communication, listening, and problem-solving skills, with flexibility to adapt to changing schedules and cross-department collaboration. Join the GTS Team and contribute to a premium guest experience.

Qualifications

• College degree or above, tourism-focused majors preferred.
• 3+ years in direct sales contact center, overseas travel product experience preferred.
• Fluent Mandarin; good English communication; CET-4 email writing.
• Social media customer service experience preferred.

Responsibilities

• Provide cruise ticket bookings and services via phone, email, and chat.
• Handle inquiries, upsell travel packages, and meet monthly sales targets.
• Resolve customer issues, escalate complaints, and train new staff as needed.

Skills

Customer service

Sales skills

Communication

Outbound calling

Problem solving

Teamwork

Adaptability

Attention to detail

Education

Bachelor's degree

Tourism-related major

Tools

Office software

Booking systems

Email tooling

Chat tools

Job description

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s GTS Team has an exciting career opportunity for a full time Sr. Advisor, Customer Experience Sales, Reporting to Supervisor, Customer Experience Sales.

Position Summary

The main job responsibility of this position is to provide cruise ticket booking sales and services for direct guests through phone, email, and online chat, including all pre-sale and pre-cruise inquiries. The employee needs to have good communication skills with customers, be able to listen carefully and patiently to guests, quickly understand customer needs, and provide travel solutions. The employee also needs to successfully book and receive payment from customers through efficient communication while maintaining a high level of service and completing sales targets. Additionally, they need to be proficient in mastering and completing the company's internal operational processes. In addition, this position also requires handling complaints escalations, providing feedback to supervisors on the front-line business situation, and assisting supervisors to train new employees.

Essential Duties And Responsibilities

• Proficient in using OFFICE software, telephone systems, and booking systems.
• Be able to communicate with guests through phone, email, online chat tools. Be able to listen carefully and patiently, quickly understand customer needs, provide travel plans, and successfully complete the booking through effective communication while maintaining high service levels.
• Have a sense of proactive sales consciousness to conduct outbound calls to potential customers. Able to proactively explore reasons why customers have not yet made reservations and provide targeted travel plans while maintaining high service levels. Successfully meet monthly sales targets.
• Highly sensitive to numbers and price calculations. Able to provide customers with the best travel packages and plans while ensuring company interests in complex promotional schemes.
• Have basic financial knowledge and can independently solve reconciliation, refund, invoice, and other related issues for guests.
• Love sales-oriented customer service work, passion, and enterprise, while having high resistance to pressure.
• Have fast and efficient learning ability to ensure that monthly exams will meet company standards.
• Honest, careful, strictly abide by and pass QA assessment, and meet company audit and compliance requirements.
• Have good interpersonal and communication skills, have teamwork consciousness, and can efficiently complete daily cross-department cooperation.
• Accept work flexibility, including the ability to accept changes in work hours and work groups and obey company arrangements.
• Have job stability, with a minimum of 2 years of tenure in the same position.

Qualifications, Knowledge And Skills

• College degree or above, with preference given to those who have studied tourism-related majors.
• At least 3 years of experience in direct sales contact center, with preference given to those who have experience in selling overseas travel products.
• Preference given to those with customer service experience on social media platforms like Alibaba, Fliggy, Redbook, TikTok, or enterprise WeChat.
• Preference given to those with call center experience in serving foreign companies.
• Fluent in standard Mandarin, clear pronunciation, no regional accent, and approachable.
• Reading and writing email skills at or above CET-4 of English, good oral communication ability in English will be preferred.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.