No one knows cruising like Holland America Line and Seabourn. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.
From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities, and this journey can begin as a Dutch Speaking International Reservations Concierge within our Contact Centre.
Key Responsibilities
- Accountable for booking cruises for guests via email and telephone, ensuring exceptional service delivery.
- Using product knowledge and customer service skills to resolve queries pre and post cruise via inbound calls.
- Aiming to provide first call resolution to deliver the desired outcome.
- Building trusting relationships with guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs.
- Delivering guest satisfaction and a memorable experience.
This role is classified as CUK13 and is available on a full‑time permanent basis. Hybrid work is offered with a minimum of two days per week (Wednesday and Thursday) in our Southampton office if you are based in the area, or a home‑working role if you are based further afield from our head office.
Requirements
- Effective communication skills and a desire to go the extra mile for guests and travel partners.
- Problem‑solving ability with a focus on first call resolution to a high‑quality standard.
- Use product knowledge to identify opportunities to retain bookings by promoting product features and benefits.
Ideal Candidate
- Professionalism – ready for work, courteous to colleagues, and protection of customer information.
- Fluent Dutch and English speaking.
- Team collaboration.
- Adaptability.
- Clear and concise communication, both written and verbal in Dutch and English.
- Planning skills to organise and prioritise work.
- PC literacy.
Benefits
- Employee discounted cruising plus Friends and Family offers.
- Recognition scheme with prizes and awards.
- Regular office events, including live entertainment, lifestyle events and charity partner fundraisers.
- Extensive learning and development opportunities.
- Employee‑led networks.
- Company‑paid Health Cash Plan and health assessment.
- Discounted retail and leisure via discounts portal.
- Minimum 25 days leave, bank holiday allowance.
Working Hours & Schedule
Average working hours are 37.5 per week. You will be required to work five days within the opening hours of the Contact Centre: Monday to Friday 08:00 to 16:30 or 09:00 to 17:30 on a rotational basis, and Saturday 08:00 to 16:00. You will also be required to work in the office on Wednesday and Thursday each week if you are on a hybrid basis. The role can also be a home‑based role with the same working hours. You will be required to work 1 Saturday in 4 and will then receive a day off in the week when you work on a Saturday. Your shifts will be exclusive of lunch breaks; exact shifts, rotations and breaks will be subject to local arrangement.
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