Are you passionate about travel and fluent in German? If so, we have an excellent opportunity for you to become part of a well-established cruise line project as a German-Speaking Customer Service Advisor! This is a fully remote role open to candidates living in Portugal, perfect for both those looking to start a career in customer service and experienced professionals eager to grow in an exciting industry.
As a Customer Service Advisor, your primary responsibility will be supporting customers and travel agents with inquiries about cruise bookings and providing assistance with pre- and post-booking needs. While there will be opportunities for cross-selling and upselling cruise-related services, the primary focus is on delivering exceptional customer service and ensuring a positive experience for all.
Main Responsibilities:
Customer Support (Inbound): Handle incoming calls from customers and travel agents, addressing their questions related to bookings, destinations, pricing, documentation, and cruise-related services.
Provide detailed and accurate information about cruise packages, itineraries, and ship features.
Assist customers through the entire booking process, from inquiry to post-booking management, ensuring their experience is smooth and hassle-free.
Booking Assistance: Support customers with modifying, upgrading, or cancelling bookings, helping them make adjustments as needed.
Assist travel agents in managing their bookings by offering guidance on package options and helping them navigate the booking process.
Cross-Selling and Upselling: Propose additional services that can enhance the customers cruise experience, such as excursions, onboard amenities, and travel insurance.
Recommend tailored packages based on customers' preferences and needs, with a focus on service rather than aggressive sales tactics.
Post-Booking Support: Help customers manage any post-booking queries, including payments, required documentation for travel, and special requests like cabin preferences or dietary needs.
Address any issues or changes that may arise after booking, ensuring the customers trip goes as planned.
Problem Resolution: Resolve any issues or complaints in a timely and professional manner, ensuring customers feel heard and valued.
Collaborate with internal teams to escalate more complex issues as needed and ensure swift resolutions.
Qualifications:
Native or fluent German speaker (C1 level or higher) with excellent verbal and written communication skills.
Proficient in English for internal team communication.
While prior experience in customer service, hospitality, or a related field is advantageous, it is not required. Full training will be provided.
Strong interpersonal and communication skills, with the ability to handle various types of customer inquiries in a calm and professional manner.
Basic familiarity with computer systems (e.g., Microsoft Office, CRM tools) is a plus.
Ability to work effectively in a fast-paced environment, managing multiple tasks simultaneously.
A customer-oriented attitude, with a commitment to delivering outstanding service.
What We Provide:
Remote Work Flexibility: Enjoy the convenience of working from home, anywhere within Portugal.
Professional Development: We offer comprehensive training, along with ongoing learning and development opportunities, paving the way for career growth within the company.
Health and Life Insurance: Enjoy access to quality health and life insurance plans.
Exciting Industry Experience: Be part of the dynamic and fast-growing cruise industry, helping travelers create unforgettable memories.
Why Work With Us?
If you are passionate about travel and helping others, this role offers the perfect blend of both. Join a supportive, customer-focused team that values collaboration, learning, and career advancement. With opportunities for growth and the chance to work remotely, this is an ideal position for someone who enjoys providing excellent service while contributing to the travel industry.
Who Should Apply?
We are looking for friendly, proactive individuals who love assisting customers and helping them navigate their cruise plans. If you are a fluent German speaker, have a passion for travel, and are eager to provide top-quality support, we want to hear from you!
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