Specialist, Sr Customer Service

3 days ago


Shanghai, China Royal Caribbean Group Full time

Job Overview:

Senior Customer Service Specialists are responsible for providing exceptional customer service experiences for cruise passengers, handling inquiries and complaints, and ensuring customer satisfaction. They are responsible for the daily supervision and management of the customer service team, and are able to intervene promptly and assist the team in providing solutions when complex problems arise. They should have good communication skills, as well as strong resilience and adaptability. Senior Customer Service Specialists report to the Customer Service Manager and work closely with other shoreside and at sea departments to ensure smooth operations and customer satisfaction.

Basic Responsibilities:

Assist the team in resolving complex customer service issues and inquiries related to cruise travel on site, including but not limited to ticket booking, reservations, itineraries, and onboard experiences. Provide excellent customer service to passengers to ensure their satisfaction. Respond to customer inquiries promptly by phone, email, or chat and maintain a high level of professionalism and empathy. Develop a deep understanding of our cruise products, policies, and processes and effectively communicate this knowledge to customers and other team members. Collaborate with other departments, including call center Direct Sales, Trade Support, PCP, and onboard operations, to ensure issues are resolved effectively. Monitor customer feedback for customer service managers and identify areas for improvement in our products and services. Provide guidance and support to other customer service representatives, including on-the-job training, coaching, and mentoring.

Experience & Capability REQUIRED:

 Prior experience in handling customer relations, complaints or dispute resolution is preferred.

 Excellent communication and negotiation skills, with a genuine desire to help customers solve problems and the ability to express empathy at appropriate times.

Ability to multitask effectively, work well under pressure, and maintain a customer-centric mindset.

Confidently and calmly communicate with customers when guest emotions escalated and strive to gain their understanding. Good psychological resilience to handle challenging complaints.

Qualifications:

Bachelor's degree in hospitality, tourism, or a related field. At least 5 years of experience in customer service in the cruise or hospitality industry, with a proven track record of delivering exceptional customer service. Strong ability in writing and communicating in English via email, fluency in Mandarin, other language skills are preferred.

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