Job Purpose
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.
Core Job
- Book all aspects of the guest journey including but not limited to Journeys (cruise itineraries), Destinations (shore) experiences, pre/post travel and hotels.
- Provide best in class luxury service to our Travel Advisors and to international guests, hosting them via phone, Video calls, e-mail, chat
- Support the Global Sales Organization by building strong relationships with our Travel Advisor and Guest community.
- Be an expert and reference in the use of our technology systems, Salesforce and Versonix Seaware to deliver personalised guest experiences.
- Provide feedback on the quality and efficiency of customer support processes and be able to suggest enhancements
Emotional Job requirements
- A genuine knowledge and interest in global travel destinations. You may have never been to Machu Picchu, but you know it is in Peru!
- Enthusiastic with the ability to follow tasks through to completion
- Thrives in a “start-up” environment where change is the only constant
Skills-Set needed
- Minimum of 1 years of experience in a contact center ideally within travel or luxury hospitality but not a must
- Hospitality mindset – understands the diligence and communication skills needed to deal with luxury, international travelers
- Fluent in oral and written English and Portuguese , any other language is a plus
- Confident speaking on the phone/video calls, representing the brand
- excellent listening and problem-solving skills
- Culturally sensitive to clients from different countries
- Comfortable using IT systems daily (knowledge of Versonix Seaware and Sales Force an advantage)
- Willing to work full time on shifting schedules, including weekends to support global markets and time-zones.
- Time needed Office based, full-time role, with flexible working schedule in shifts, Monday-Sunday with 2 days off
