POSITION SUMMARY:

As a Customer Experience Advisor at Go Port, you will be travelers’ first point of contact, playing a vital role in delivering a seamless pre- and post-cruise experience. You will assist customers across platforms with bookings, modifications, and other inquiries to provide timely and empathetic support while promoting and upselling services and proactively resolving concerns to ensure peace of mind. This role combines customer service and sales acumen, requiring strong communication skills and a customer-first mindset.
You’ll also collaborate with internal teams to resolve operational challenges and enhance the customer journey. We take pride in providing our customers with a seamless experience; you’ll be a key part of making that a reality.

SKILLS AND CORE COMPETENCIES:

• High school diploma or equivalent; previous experience in a digital-based customer service or sales related role, preferably in transportation, travel, or hospitality industries.
• Training or certifications in customer service, sales, or hospitality are a plus.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills; calm, empathetic, and solution-focused under pressure.
• Tech-savvy and adaptable; competency to learn and operate in customer service platforms (eg. Zendesk) and new software quickly.
• Detail-oriented and organized; able to multitask in a fast-paced tech-driven environment.
• Reliable availability to work Thursday-Monday; occasional flexibility may be required based on business needs.
• Commitment to delivering exceptional customer experiences and satisfaction in a digitally based environment.

• Serve as the main point of contact for customers via digital communication platforms (i.e. text, chat, email), providing prompt, courteous, and helpful service.
• Assist with bookings, modifications, and cancellations, through web-based systems and internal software tools to ensure a smooth, efficient, and empathetic customer experience.
• Provide accurate and timely information related to schedules, package pricing, policies, and services.
• Leverage digital tools to track customer preferences and common issues or complaints, and identify service improvement opportunities.
• Identify opportunities to upsell package services where appropriate while maintaining a customer-first approach.
• Communicate travel and hotel details clearly to ensure customer confidence.
• Actively listen to customer concerns and complaints, using digital logs and customer history to personalize responses and provide tailored solutions that build trust and satisfaction.
• Work closely with internal teams, including transportation, field operations, and reservations, using collaborative tools such as Google Workspace and CRM dashboards to ensure consistent, efficient service.
• Monitor patterns in customer feedback, cancellation, or service issues to identify opportunities to improve workflows, communication or service offerings.
• Stay updated on services, industry trends, and travel information.
• Accurately log all interactions, resolutions, and follow-up needs in the company’s service platform, ensuring clean, consistent digital documentation.
• Support a culture of digital efficiency by identifying areas where automation, templates, or shared tools could improve response time or service consistency.