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Customer Service Expert - Cruise and Lapland

Stewart Travel
Competitive – based on experience
Closing date
13 Dec 2023

View more

Travel Agency
Full Time, Part Time
Contract Type
Job function
Customer Service

Award-winning CruiseKings, Scotland’s Cruise Centre and Santa Claus Trips are part of the Brooklyn Travel Group, established for over 50 years employing over 500 travel professionals UK-wide.

Following yet another record-breaking year and with exciting future aspiration, 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
Hours: Monday – Saturday 9 – 5.30pm. Full-time and Part-time.
Salary:  Competitive – based on experience

Experience, Qualities & Skills
Candidates must have experience working within the Travel and 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.


  • 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.


  • Competitive Salary.
  • Vitality Private Healthcare.
  • Cruise/Lapland Training and Development.
  • Ship visits/Educational opportunities.
  • Discounts on holidays.
  • Sponsored social events.
  • Contribution Pension.

To apply for this role, please click "Apply"

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