Luxury Cruise Service Delivery Lead

3 weeks ago


Sandton, South Africa Telebest Full time

Unlock the Future of Luxury Cruise Customer Service

We are seeking a seasoned leader to spearhead our customer service operations in South Africa for a leading global luxury cruise line.

As an Experience Centre Expert, you will be responsible for driving strategic planning and execution of call centre operations, cultivating high-performing teams focused on delivering luxury experiences, and managing multiple KPIs to enhance customer, guest, and employee engagement.

To succeed in this role, you must have a minimum of 5 years of proven Contact Centre Operations experience at management level, international experience, expertise in reservations systems, CRM tools, and advanced phone technology, adaptability, and hands-on approach in a fast-paced environment.

You will also need outstanding communication skills and the ability to mentor diverse teams, as well as passion for travel with a solid understanding of the luxury cruise industry.

This is a key role in a global leader redefining luxury travel experiences, offering a competitive salary of $$80,000 - $100,000, benefits, and significant career growth potential.

You will work with a passionate, international team at the forefront of innovation, shaping the future of customer service in the cruise industry.

The ideal candidate will have a strong background in customer service, leadership, and process improvement, with excellent analytical and problem-solving skills.

We are looking for a dynamic professional who can thrive in a fast-paced environment, prioritize tasks effectively, and maintain a positive attitude in challenging situations.

Responsibilities include:

  • Spearheading strategic planning and execution of call centre operations

  • Cultivating high-performing teams focused on delivering luxury experiences

  • Managing multiple KPIs to enhance customer, guest, and employee engagement

  • Pioneering process improvements and implementing cutting-edge service solutions

  • Becoming the go-to expert for our brand, ships, journeys, and ancillary services

What We Offer

A competitive salary of $$80,000 - $100,000, comprehensive benefits package, and opportunities for career growth and development.



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