The Dutch Speaking International Reservations Concierge position is available within our Contact Centre, working full‑time and on a permanent basis. The role involves booking cruises on behalf of guests via email and telephone, providing exceptional service, resolving queries before and after the cruise, and building trusting relationships with guests and travel‑agent partners.
Key Responsibilities
- Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery.
- Use product knowledge and exceptional customer service skills to resolve queries pre‑ and post‑cruise via inbound calls.
- Aim to provide first‑call resolution to deliver the desired outcome.
- Build trusting relationships with our guests and travel‑agent partners, proactively identifying itineraries and cruise products that match their needs.
- Deliver guest satisfaction and a memorable experience.
Requirements
- Effective communication and exceptional customer service skills, with a desire to go the extra mile for guests and travel partners.
- Problem‑solving ability to resolve enquiries and complaints, delivering first‑call resolution to a high‑quality standard.
- Use product knowledge to identify opportunities to retain guests’ bookings by promoting our product features and benefits.
About You
- Professionalism – be ready for work, courteous to colleagues and protect customer information.
- Fluent Dutch and English speaking.
- Team collaboration.
- Adaptability.
- Clear and concise communication, both written & verbal in Dutch and English.
- Planning skills to organise and prioritise work.
- PC literate.
Interview Process
- Complete an online assessment.
- Complete an online language assessment.
- Attend an online interview.
Training & Working Hours
- First three weeks of training with the training team, Monday to Friday 09:00–17:30, including on‑site work during week 1.
- Average working hours: 37.5 hours per week.
- Required to work five days within the opening hours: Monday–Friday 08:00–16:30 or 09:00–17:30, rotational basis, and Saturday 08:00–16:00.
- Maximum 1 Saturday in 4; a day off will be scheduled in the week when a Saturday is worked.
- Hybrid work: minimum of two days per week (Wednesday and Thursday) in the Southampton office for local candidates; otherwise home‑based option available.
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, plus bank holiday allowance.
Why Join Us?
Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work‑life balance and well‑being.
Take the Next Step
Our hiring teams value providing a great experience to candidates. Should the volume of applications exceed capacity, the role might be paused or closed early. We encourage early application to avoid disappointment.
Job Functions
Customer Service; Other; Sales.
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