Job Summary

Responsible for supporting our Chinese guests when they depart China and arrive in Europe.

Night shift hours: 21:00 to 8:00

Primary tasks:

• Provide support for guests once they depart China
• Trouble shoot issues for guests before the reach our Viking Ship
• Monitor WeChat mini-program for guest issues and offer early assistance
• Answer all calls from the 24-hour customer service hotline
• Work with our land operations team in Basel Switzerland to activate solution
• Help guests lost in transit or during the land tour
• Confirm ship location
• Find solutions for guests stranded due to flight or strikes or terrorism issues
• Support guests on the return journey after leaving the ship to come home
• Arrange airport transfers as necessary
• Contact airlines for emergency issues, as per guest request, like checking air delay or cancellation status.

Required skills:

• Frontline customer service experience, preferably with a 5 star travel brand
• Fluent English and Mandarin
• Understanding or our SalesForce and MXP systems – training will be provided
• Good skills of Excel and Word, and basic PC skills.
• Resourceful
• Calming, good tone and manner with our guests
• Good complaint handling skills; judgement and good sense of urgency and importance; “can-do” and “solution-provider” attitude; good team player.
• Protect and maintain good Brand image

上班地址：上海市长宁区娄山关路35号