Customer Service Expert - Cruise and Lapland

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.

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:

• 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"