Experience Centre Ambassador (Contact Centre – Portuguese Speaking)

SUMMARY:
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POSITION INFO:

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