Sr. Advisor, Customer Experience Sales

About the role

Royal Caribbean Group’s GTS Team is seeking a full‑time Sr. Advisor, Customer Experience Sales. The role provides cruise ticket booking sales and services for direct guests through phone, email, and online chat, handling pre‑sale and pre‑cruise inquiries, completing bookings, processing payments, meeting sales targets, and mastering internal operational processes. The position also handles complaint escalations, provides feedback to supervisors, and assists in training new employees.

Responsibilities

• Proficient in using Office software, telephone systems, and booking systems.
• Communicate with guests via phone, email, and online chat tools.
• Listen carefully and patiently, quickly understand customer needs, provide travel plans, and successfully complete bookings while maintaining high service levels.
• Proactively conduct outbound calls to potential customers, explore reasons for non‑reservation, and provide targeted travel plans.
• Successfully meet monthly sales targets.
• Highly sensitive to numbers and price calculations; provide customers with optimal travel packages while ensuring company interests in complex promotional schemes.
• Apply basic financial knowledge to independently resolve reconciliation, refund, invoice, and related issues for guests.
• Demonstrate sales‑oriented customer service passion, high pressure resistance, and enterprise mindset.
• Learn quickly to meet monthly examinations and company standards.
• Adhere strictly to QA assessments, audit, and compliance requirements.
• Exhibit strong interpersonal and communication skills, teamwork consciousness, and efficiently complete cross‑department cooperation.
• Accept work flexibility, including changes in work hours, work groups, and obey company arrangements.
• Maintain job stability with a minimum of 2 years tenure in the same position.

Qualifications

• College degree or above; tourism‑related majors preferred.
• At least 3 years experience in direct sales contact center; experience selling overseas travel products preferred.
• Experience with customer service on social media platforms such as Alibaba, Fliggy, Redbook, TikTok, or enterprise WeChat preferred.
• Call‑center experience serving foreign companies preferred.
• Fluent in standard Mandarin with clear pronunciation and no regional accent.
• Reading and writing email skills at or above CET‑4 English; good oral English communication is a plus.