At a Glance
- Tasks: Assist customers with bookings and provide exceptional service in a friendly environment.
- Company: Join Fred. Olsen Cruise Lines, a family-run business with over 170 years of heritage.
- Benefits: Enjoy health benefits, discounted holidays, and cash back incentives.
- Other info: Full training provided, with opportunities for career growth in a supportive environment.
- Why this job: Be part of a team that creates lasting memories for guests while developing your skills.
- Qualifications: GCSE-level education with strong communication and customer service skills.
The predicted salary is between 24000 - 28000 € per year.
Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
Due to a period of increased demand, we are now strengthening our Contact Centre team with a Contact Centre Advisor in our Ipswich Head Office on a 6-month fixed-term contract. The day-to-day duties for this role include:
- Create, amend, and upgrade test cruise bookings within the new booking system, including adding applicable extras.
- Replicate existing live bookings from the current booking system into the new platform to ensure accuracy and continuity during testing.
- Execute a range of predefined testing scenarios as assigned by the Assistant Reservations Manager or Project Team.
- Identify, record, and report system bugs, errors, and functional gaps in line with testing procedures.
- Participate in system stress testing by processing a high volume of bookings within tight timeframes to simulate brochure launch conditions and assess system performance.
- Deal with customer enquiries and reservations in a polite and professional manner via both inbound and outbound calls, providing accurate information about our cruises.
- Build and maintain own knowledge library on rates, prices and terms of business.
- Effectively promote all relevant Fred. Olsen products to customers.
- Confirm bookings and upsell all relevant products.
- Chase mandatory guest information, ensuring accurate information is inputted to enable documentation to be released.
- Handle documentation effectively and in a timely manner.
As the successful candidate, you will be:
- Ideally from a customer service or call centre background (travel experience is not essential).
- Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
- Personable with excellent communication skills and a polite telephone manner.
- Highly customer focused and able to deliver exceptional customer service.
- Computer literate, possessing excellent administrative skills and the ability to pick up new systems quickly.
- Strong at problem-solving and able to identify and report issues clearly.
- Excellent at organising a busy workload.
- Able to multi-task and use your own initiative.
During your induction, you will work closely with our Training and Development team, who will provide full product training covering the systems we use and the Fred. Olsen products to help you have all the knowledge you need to achieve your best. This is a 6-month, fixed-term, full-time role, working 35 hours per week, Monday to Friday. We ask that you are available to work a maximum of 1 in 2 Saturdays, as required by the Company. A day off during the week will be rewarded when a Saturday is worked.
Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme.
Our Values:
- We are caring - “We trust and care for each other, our guests and our environment”
- We are positive - “We live and share a positive attitude”
- We are real - “We are always ourselves and respect others”
- We are a team - “We are more than a team; we are a family”
As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees.
Contact Centre Advisor (Fixed-Term Contract) in Ipswich employer: Fred. Olsen Cruise Lines
At Fred. Olsen Cruise Lines, we pride ourselves on being a family-run business that values exceptional service and a supportive work environment. Our Ipswich Head Office offers a collaborative culture where you can grow your skills through comprehensive training and development opportunities, all while enjoying benefits like AXA Health medical coverage, enhanced parental leave, and exclusive discounts on holidays and cruises. Join us in creating memorable experiences for our guests and be part of a team that truly cares about each other and our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Advisor (Fixed-Term Contract) in Ipswich
✨Tip Number 1
Get to know the company! Before your interview, dive into Fred. Olsen Cruise Lines' history and values. This will not only help you answer questions but also show that you're genuinely interested in being part of their family.
✨Tip Number 2
Practice your phone skills! Since this role involves a lot of customer interaction over the phone, try role-playing with a friend. Focus on being polite, clear, and friendly – just like you'd want to be treated as a customer.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you successfully handled tricky situations. This will demonstrate your ability to think on your feet, which is key for a Contact Centre Advisor.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to embrace the new booking system right from the start!
We think you need these skills to ace Contact Centre Advisor (Fixed-Term Contract) in Ipswich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Contact Centre Advisor role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you’re genuinely interested in joining our family!
Show Off Your Communication Skills:Since this role involves a lot of interaction with customers, it’s important to demonstrate your excellent communication skills. Use clear and polite language in your application, and don’t forget to mention any experience you have in handling customer enquiries.
Be Detail-Oriented:Pay attention to the details when filling out your application. Double-check for any typos or errors, especially in your contact information. We want to see that you can handle documentation effectively and accurately, just like you would in the role!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company there!
How to prepare for a job interview at Fred. Olsen Cruise Lines
✨Know the Company
Before your interview, take some time to research Fred. Olsen Cruise Lines. Understand their history, values, and what makes them unique in the cruise industry. This will not only help you answer questions more effectively but also show your genuine interest in being part of their family.
✨Showcase Your Customer Service Skills
As a Contact Centre Advisor, exceptional customer service is key. Prepare examples from your past experiences where you’ve gone above and beyond for customers. Highlight your communication skills and how you handle difficult situations with a positive attitude.
✨Familiarise Yourself with the Role
Review the job description thoroughly and understand the day-to-day duties. Be ready to discuss how your skills align with tasks like handling bookings, managing customer enquiries, and problem-solving. This will demonstrate that you’re prepared and know what’s expected.
✨Prepare Questions
At the end of the interview, you’ll likely have the chance to ask questions. Prepare thoughtful queries about the team dynamics, training processes, or company culture. This shows you’re engaged and serious about the role, plus it helps you determine if it’s the right fit for you.
