Consultant, Customer Experience Service

Royal Caribbean Group · Shanghai

POSITION SUMMARY

The Consultant, Customer Experience Service (Trade Sales) is part of the Trade Sales organization and serves as the first point of contact for travel agents, partners, and guests booking a Silversea cruise through the contact center. This role supports the full pre-sailing journey by handling inbound calls, emails, and chats, as well as outbound calls when needed.

Sales and service focus: The position is responsible for selling and servicing Silversea cruises and related shoreside products and services, using consultative conversations to understand customer needs, generate sales, and strengthen long-term relationships.
Luxury guest experience: The role works directly with travel agents, partners, and guests to deliver a personalized luxury service experience that reflects Silversea’s standards and brand values.
Team collaboration and performance: The position works closely with global sales, support teams, and management to support customer satisfaction, revenue generation, long-term sales goals, and efficient handling of contact center volume.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Sales and consultation: Sell Silversea cruises and related shoreside products and services through inbound phone, email, and chat interactions. Use active listening and consultative selling techniques to understand travel partner and guest needs, recommend the most suitable products, and support accurate reservation creation.
Reservation support: Service new and existing reservations in accordance with guest requests, company standards, and current business rules. Accurately capture required information, process payments, and use company-supported technology tools and processes during all interactions.
Revenue growth and upselling: Maximize every opportunity to close sales, support direct and trade bookings, and identify upsell opportunities throughout the customer relationship. When a sale is not closed, document and pass along all relevant information to help maximize marketing return on investment.
Performance and productivity: Meet assigned monthly, quarterly, and annual targets while managing a high-volume workload. Work efficiently to achieve department goals, service levels, and productivity expectations.
Communication and collaboration: Communicate effectively with travel partners, guests, decision makers, and internal teams at all levels. Build strong working relationships that support a consistent luxury service experience.
Adaptability and continuous improvement: Quickly learn and apply new skills, manage multiple tasks, and adapt to process or business changes in order to maintain strong performance.
Compliance and professionalism: Follow all company policies, procedures, and business ethics standards in every interaction.
Additional responsibilities: Perform other job-related duties as assigned by a supervisor or member of management. This job description does not state or imply that these are the only duties required for this position.

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

Communication and language skills: Communicates clearly and professionally in both Mandarin and English, including strong written and verbal communication skills.
Technical and administrative skills: Applies basic computer knowledge, arithmetic, and typing skills accurately and efficiently.
Reliability and accountability: Adheres to assigned schedules, supports team objectives, and proactively maintains effective working relationships with support departments.

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