Description
JOB PURPOSE
Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva.
Leveraging our parent company MSC Group's hundreds of years of maritime expertise, our fleet of six ships (currently in the pipeline) are being built and designed in a different and unique way that will transform and redefine the cruise experience, creating a category of its own , appealing to the next generation of luxury travellers.
The Explora Experience Center Ambassador is a role for passionate, enthusiastic, 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.
KEY ACCOUNTABILITIES:
- 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 guests, hosting them via phone, Video Chat, email, chat, and/or in person;
- 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 personalized guest experiences;
- Provide feedback on the quality and efficiency of customer support processes and be able to suggest enhancements when they see fit.
QUALIFICATIONS (skills, competencies, experience):
- At least 1-year experience in a contact center within travel or luxury hospitality company;
- Fluent in oral and written English and German or Spanish; any other European Language is a plus;
- Comfortable using IT systems on a daily basis (knowledge of Versonix Seaware and Sales Force an advantage);
- Experience supporting our guests via phone, email, chat, and/or in person;
- Confident speaking on the phone and excellent problem solving skills;
- Willing to work full time on shifting schedules, including weekends to support global markets and time-zones.
VISA REQUIREMENTS (if any)
- Right to work in Italy.