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- Tasks: Support guests with bookings and enhance their cruise experience through proactive communication.
- Company: Join Silversea, the ultra-luxury cruise line known for its elegant ships and exceptional service.
- Benefits: Enjoy competitive pay, career growth opportunities, and the chance to explore the world.
- Why this job: Be part of a top-rated team, making a real impact on guest experiences in luxury travel.
- Qualifications: 2+ years in customer service or sales, strong leadership skills, and fluent in English and German.
- Other info: Work in a collaborative environment with ongoing training and development opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
ABOUT THE COMPANY
Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries and genuine hospitality. All our ships feature spacious, ocean-view suites with butler service, and most include private verandas, meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond. Our ships sail pole-to-pole to over 900 destinations on all seven continents, leaving (almost) no part of coastline uncovered. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.
ABOUT THE ROLE
The Customer Experience Specialist (Fluent English and German Speaker) will collaborate with Outbound Cruise Consultants to deliver high-quality pre-cruise service tasks in order to enhance the overall guest experience, improve booking retention, increase repurchase opportunities, and manage service tasks through proactive phone and email communication.
KEY RESPONSIBILITIES
- Work/collaborate with 10 Inbound/Outbound Sales Consultants on their guests’ bookings, ensuring that the team provides timely and accurate support to the Outbound Sales team for post-sale services such as:
- Air bookings and service
- Hotel/Land/Transfer requests
- Visa information
- General administration (documents, guest information, booking updates etc.)
- General guest queries.
KNOWLEDGE AND SKILLS
- Proven experience in a customer service, sales, or sales administration role, with at least 2+ years’ experience in a team leader or management position in a call centre environment.
- Strong leadership and team management skills, with the ability to motivate and inspire others to deliver on KPIs.
- Excellent communication and interpersonal skills, verbal and written.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to identifying and addressing issues.
- A high level of computer literacy – Excel, Word etc. and proficient in using CRM software.
- Motivated, can-do team player.
- Typing on web chat (50/55 words/minute).
- Diligent and process driven, with high attention to detail.
- Existing experience in travel industry highly valued.
Customer Experience Specialist (Fluent English and German Speaker) employer: Royal Caribbean International
Contact Detail:
Royal Caribbean International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist (Fluent English and German Speaker)
✨Tip Number 1
Familiarise yourself with the cruise industry and Silversea's unique offerings. Understanding their luxury services and customer expectations will help you stand out during interviews, as you'll be able to speak knowledgeably about how you can enhance the guest experience.
✨Tip Number 2
Brush up on your leadership skills, especially in a customer service context. Be prepared to discuss specific examples of how you've motivated teams or improved performance in previous roles, as this is crucial for the Customer Experience Specialist position.
✨Tip Number 3
Practice your communication skills in both English and German. Since fluency in both languages is required, consider engaging in conversations or role-playing scenarios that mimic customer interactions to demonstrate your proficiency.
✨Tip Number 4
Network with current or former employees of Silversea or similar companies. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview and tailoring your approach.
We think you need these skills to ace Customer Experience Specialist (Fluent English and German Speaker)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Emphasise any leadership roles you've held, especially in a call centre environment, and showcase your fluency in both English and German.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for the travel industry and your understanding of the luxury cruise market. Mention specific experiences that demonstrate your problem-solving skills and ability to manage multiple tasks effectively.
Highlight Key Skills: In your application, clearly outline your communication skills, computer literacy, and experience with CRM software. Provide examples of how you've motivated teams and improved performance metrics in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the Customer Experience Specialist role.
How to prepare for a job interview at Royal Caribbean International
✨Showcase Your Language Skills
Since the role requires fluency in both English and German, be prepared to demonstrate your language proficiency during the interview. You might be asked to switch between languages or answer questions in both, so practice speaking clearly and confidently in both tongues.
✨Highlight Customer Service Experience
Emphasise your previous experience in customer service roles, especially in a call centre environment. Share specific examples of how you've handled customer queries, resolved issues, and contributed to a positive guest experience, as this is crucial for the Customer Experience Specialist position.
✨Demonstrate Leadership Qualities
As the role involves collaborating with a team and possibly leading others, be ready to discuss your leadership style. Provide examples of how you've motivated a team, managed performance, and fostered a collaborative environment in past roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle multiple tasks. Think of situations where you successfully prioritised tasks or resolved conflicts, and be ready to explain your thought process and the outcomes.
