Do you love travel and excel at helping others?
If you are fluent in German and enjoy providing customer support, we have a great opportunity for you!
We are looking for a German-Speaking Customer Support Specialist to join a leading cruise line project.
This role is fully remote and available only to candidates living in Portugal.
Whether you are new to customer service or have experience in the field, this position offers a chance to grow within an exciting, fast-paced industry.
As a Customer Support Specialist, you will be the primary point of contact for customers and travel agents, helping them with a wide range of inquiries related to cruise bookings and handling both pre- and post-booking support.
While there are elements of cross-selling and upselling cruise services, the main focus is on delivering excellent service and ensuring customer satisfaction.
Key Responsibilities: Inbound Customer Service: Respond to incoming calls from customers and travel agents, assisting with queries about cruise bookings, destinations, pricing, required documents, and available services.
Provide clear and accurate information on cruise packages, itineraries, and ship amenities.
Guide customers through the booking process and offer assistance with pre- and post-booking concerns to ensure a smooth experience.
Booking Assistance: Help customers with booking modifications, upgrades, or cancellations as necessary.
Support travel agents with managing bookings for their clients and offer expert guidance on available cruise packages.
Sales Support: Suggest additional services that can enhance the customers cruise experience, such as onboard packages, excursions, or travel insurance.
Recommend personalized cruise options based on customer preferences, focusing on providing valuable options rather than applying high-pressure sales tactics.
Post-Booking Support: Assist customers with post-booking inquiries, including payment questions, travel documentation, and special requests like cabin selection or dietary needs.
Address and resolve any issues that arise after the booking is completed to ensure customer satisfaction.
Issue Resolution: Handle and resolve customer complaints or concerns professionally and efficiently, ensuring customers feel supported and valued.
Collaborate with internal teams to escalate and resolve complex issues quickly, ensuring a positive outcome for the customer.
Qualifications: Fluent in German (C1 level or above) with excellent verbal and written communication skills.
Proficiency in English to communicate with internal teams.
Previous experience in customer service, hospitality, or a similar field is preferred but not requiredfull training will be provided.
Strong interpersonal skills, with the ability to effectively manage customer queries and resolve issues professionally.
Basic computer literacy (e.g., familiarity with Microsoft Office and CRM systems) is a plus.
Ability to work in a fast-paced environment and handle multiple tasks efficiently.
A strong commitment to providing excellent customer service and ensuring customer satisfaction.
What We Offer: Remote Work Flexibility: Enjoy working from the comfort of your home, anywhere in Portugal.
Career Growth and Development: Take advantage of comprehensive training and clear paths for career progression within the company.
Health and Life Insurance: Access to health and life insurance benefits.
Exciting Industry Experience: Be part of the vibrant cruise industry, helping customers create unforgettable travel experiences.
Why Join Us?
If you are passionate about customer service and travel, this is the perfect opportunity for you.
Youll join a supportive and dynamic team, enjoy the benefits of remote work, and have opportunities for career growth in the exciting cruise line industry.