Responsibilities
- Use product knowledge and exceptional customer‑service skills to resolve queries both pre and post cruise via inbound calls in the contact centre.
- Provide first‑call resolution to ensure the desired outcome for guests.
- Build trusting relationships with guests, proactively identify itineraries and cruise products that match their needs.
- Deliver guest satisfaction and a memorable experience.
- Resolve enquiries and complaints, maintaining a high‑quality standard.
- Promote product features and benefits to retain bookings.
Qualifications
- Professionalism: arrive ready for work, courteous to colleagues and protect customer information.
- Positive attitude, teamwork and collaboration.
- Adaptability and strong communication skills.
- Ability to provide excellent customer service and go the extra mile for guests.
Working Hours & Shift Details
Full‑time (40 hours per week). Hybrid working arrangement with a minimum of two days per week in the Southampton office.
Shift timings: Monday to Friday 08:30–20:15, Saturday 08:30–18:15, Sunday 10:00–17:15. The role requires 2 Saturdays in 4 and 1 Sunday in 4. Shift roster is subject to local arrangements.
Benefits
- Hybrid work flexibility.
- Employee discount on cruising, friends and family discounts.
- Recognition scheme with prizes and awards.
- Company‑paid health and cash plan, and health assessment.
- Discounted retail and leisure via the portal.
- Minimum 25 days leave plus bank holidays.
- First 8 weeks of training with the training team, Monday to Friday 09:00–18:00.
