Customer Service Expert (Cruise Kings) - Remote

Award-winning CruiseKings and Scotland’s Cruise Centre 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 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 Customer Service, get in touch for a friendly, informal chat.

Location: Homeworking/Hybrid/Office Based

Hours: Monday – Saturday 9 – 5.30pm. Full-time.

Salary: Competitive – based on experience

Experience, Qualities & Skills

• Customer Service experience in a fast-paced Cruise environment.
• 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.
• Ability to pro-actively resolve issues and find amicable solutions.
• Experience in communicating via live chat, social media.
• Enjoy working in a 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.
• Encouraging upsell opportunities.
• 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.

Benefits

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

Company Overview

Brooklyn Travel Group is one of the UK’s fastest-growing travel companies, bringing together a family of award-winning specialist travel brands under one umbrella. Since our formation in 2018, we’ve built a reputation for delivering exceptional holidays through world-class service and a commitment to quality at value-for-money prices. Our diverse portfolio includes some of the most respected names in specialist travel, from Stewart Travel – our flagship Scottish agency chain crowned UK’s Best High Street Travel Agency for three consecutive years – to luxury specialists like Villa Select and Destinology, alongside cruise experts CruiseKings and Scotland’s Cruise Centre, golf holiday specialists GolfKings, USA and Canada travel experts North American Travel Service and My Canada Trips, Canterbury Travel (the UK’s leading Lapland holiday provider) and flights specialists Faremine. With over 120,000 passengers travelling with our brands annually, Brooklyn Travel Group offers an exciting opportunity to be part of a dynamic, growing organization that’s making a real impact in the travel industry through specialist expertise and award-winning service excellence.