TUI Cruises GmbH

Customer Service Manager (all gender) for the Hapag-Lloyd Cruises brand

Management, leadership, Organization, administration, office, Sales, marketing in tourism, Tourism management
Active since: 20.06.2024

TUI Cruises is one of the leading cruise operators in the German-speaking world. The joint venture of TUI AG and the US cruise group Royal Caribbean Group Ltd. employs around 750 people in Hamburg and Berlin and operates 12 cruise ships. The 7 ships in the Mein Schiff® fleet offer contemporary vacations at sea in the premium segment. The traditional brand Hapag-Lloyd Cruises stands for luxury and expedition cruises with 5 ships.

The company already has one of the most modern, environmentally and climate-friendly cruise fleets in the world. As part of its sustainable growth, three more new ships are planned by 2026.

TUI Cruises GmbH is looking for a new position in Hamburg as soon as possible:

Customer Service Manager (all gender) for the Hapag-Lloyd Cruises brand

Location: Hamburg, HH, DE, 20097
Job function: Customer service
Contract type: Fixed-term
Working hours: 40
Job number: 127449


  • Competent and efficient handling of telephone vacancy, option and booking inquiries including reservations, rebookings etc. from end customers with the aim of achieving a high case completion rate
  • Competent and efficient processing of incoming correspondence (options and fixed bookings as well as reservations, rebookings and cancellations including internet enquiries/bookings and various general inquiries)
  • Development of sales-promoting measures in the area of direct customers and opening up new sales channels
  • Documentation and success control of the actions carried out
  • Active support of direct customers, if necessary also on site, with the aim of customer loyalty and increasing sales
  • Cooperation in projects, active participation in the further development of the team and its processes
  • Achieving the key figures set for the direct customer team
  • Processing ESTA and VISA regulations and Elvis bookings
  • Creation and dispatch of serial letters incl. subsequent rebookings and checking of travel documents
  • Ordering flowers, arranging special insurance services, birthday and Christmas promotions, etc.


  • Completed tourism training and professional experience in tourism
  • Over-average sales and sales orientation
  • Solution-oriented and forward-thinking mindset as well as strong customer and service orientation
  • Assertiveness, i.e. consistent and cooperative interaction with interfaces (internal/external)
  • Precise and meticulous way of working, i.e. eye for detail, especially deviations and errors in written communication with customers as well as high resilience and flexibility
  • Ability to structure work processes independently and to complete them on time
  • Confident and confident communication, also in English
  • Very good knowledge of DaVinci and Elvis/IATA as well as MS Office


  • A flexible working time culture with two mobile office days per week
  • A competitive salary with profit-sharing and 30 vacation days
  • Attractive discounts on cruises with our fleets as well as on many other offers in the tourism sector
  • Subsidy for your public transport ticket and your PLUXEE Restaurant Pass
  • A modern workplace in a central location, just one "nautical mile" from the main train station
  • A contemporary management and corporate culture guided by our values of "appreciation, trust and sustainability"
  • Regular feedback and development meetings to specifically promote your strengths and professional career
  • "voiio" as a strong employee assistance partner at your side
  • As well as many other extensive social and health benefits (JobRad, in-house gym, parent-child office, company fitness cooperation with WELLPASS, internal yoga classes, massage, company pension scheme and much more)

We keep the guest in focus every step of the way! Would you like to go that extra mile with us?

We look forward to receiving your application - regardless of your age, gender, nationality, ethnic origin, religion, ideology, sexual orientation and/or disability.

Please apply online only with your detailed and complete application documents (cover letter, CV, references/certificates).

Do you have any questions about TUI Cruises and/or our application process? On our career page you will find comprehensive information and FAQs. Or send us an e-mail to We'll get back to you as soon as possible.

Additional job locations
Entry date
ab sofort
Contract tye
Permanent position
keine Angabe
Picture of the contact person for this job.
Simone Weber
Talent Acquisition
Employer Info
TUI Cruises GmbH
Heidenkampsweg 58
20097 Hamburg
4 offene Stellen anzeigen

Apply here in just a few steps!

Apply now