Position Overview & Specifications

Following yet another record-breaking year and with exciting future aspirations, we are looking for talented Cruise/Lapland Customer Service Experts to support our expansion plans.

If you’re looking for a new challenge, your next move or you’d like to specialise in Cruise/Lapland Customer Service, get in touch for a friendly, informal chat.

Location: Homeworking/Hybrid/Office Based

Salary: Competitive – based on experience

Experience, Qualities & Skills

Candidates must have experience working within the Travel and/or Cruise Industry

Passionate about delivering the very best customer experience.
Confident, friendly and articulate when speaking to clients.
Enjoy building rapport and forging long lasting relationships.
Possess genuine empathy and the desire to help people.
A ‘can do attitude’ always aiming to go the extra mile.
Excellent listening skills.
Ability to pro-actively resolve issues and find amicable solutions.
Good written English.
Experience in communicating via live chat, social media.
Enjoy working in a face paced, service-oriented environment.
Being well travelled with good knowledge and first-hand experience of worldwide destinations is highly desirable.

Responsibilities:

Supporting clients post-booking and pre-departure requirements.
Communicating effectively via omni-channels including; Live Chat, WhatsApp, Email and Voice.
Upgrading clients cruise, flights, hotels and tours.
Fulfilling amendments and cancellations.
Resolving client queries, finding solutions and escalating complaints.
Assisting internal departments on customer service and administrative queries.
Liaising with suppliers and tour operators on behalf of clients.
Outbound calling projects as and when required.
Provide high levels of customer satisfaction.

Reward/Opportunities: