At a Glance
- Tasks: Engage with guests via live chat and social media, providing quick and friendly support.
- Company: Join Fred. Olsen Cruise Lines, a leader in creating memorable guest experiences.
- Benefits: Enjoy health coverage, enhanced parental leave, and discounts on holidays and cruises.
- Other info: Flexible work options after training and a supportive, inclusive workplace.
- Why this job: Be the friendly face of our brand and help guests create unforgettable memories.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 24000 - 30000 £ per year.
We are launching a Guest Support Advisor (Live Chat) role to enhance our digital guest experience at our Ipswich Head Office. The role is the friendly digital face of Fred. Olsen Cruise Lines, providing quick, accurate answers via live chat, social channels, and brief phone calls.
Responsibilities
- Maintain smooth, real‑time conversation flows with guests through live chat and social media platforms (Facebook, Instagram).
- Resolve most queries on the spot and guide guests through the My Cruise platform.
- Manage Guest Services tickets and complete key admin tasks accurately.
- Support guests with booking, boarding, cruise information, documentation, tours and general questions.
- Collaborate with other teams to resolve enquiries and spot trends to improve service.
- Deliver polished responses that reflect the Fred. Olsen brand tone.
Work Hours & Schedule
This is a full‑time, permanent role of 35 hours per week, Monday to Friday, rotating weekly between 9:00‑17:00 and 12:00‑20:00 shifts. The successful candidate will be based at Fred. Olsen House, White House Road, Ipswich IP1 5LL, with the option to work from home two days a week after training completion.
Benefits
- AXA Health Medical and Life Assurance coverage
- Enhanced maternity and paternity pay
- Discounted holidays and cruises, plus retail discounts and cashback incentives through the Boost Benefits scheme
Equal Opportunity Employer
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees. We will provide reasonable adjustments as needed. If you require any adjustments during the application or interview process, please let us know.
Guest Support Advisor (Live Chat) in Ipswich employer: Fred. Olsen Cruise Lines Ltd.
At Fred. Olsen Cruise Lines, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values diversity and inclusivity. Our Ipswich Head Office provides a supportive environment where Guest Support Advisors can thrive, with opportunities for professional growth and the flexibility of remote work options post-training. Enjoy a range of benefits including health coverage, enhanced parental leave, and exclusive discounts on holidays and cruises, making your employment both rewarding and enjoyable.
Contact Details:
Fred. Olsen Cruise Lines Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Support Advisor (Live Chat) in Ipswich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fred. Olsen Cruise Lines Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fred. Olsen Cruise Lines Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Guest Support Advisor (Live Chat) in Ipswich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fred. Olsen Cruise Lines Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Fred. Olsen Cruise Lines Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fred. Olsen Cruise Lines Ltd.!
How to prepare for a job interview at Fred. Olsen Cruise Lines Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
