Job Description
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 Include:
- Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery
- Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
- Aim to provide a 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.
- Delivering guest satisfaction and a memorable experience
This role is classified as CUK13 and is available on a full-time permanent basis. We offer hybrid work with a minimum of two days per week (Wednesday and Thursday) in our Southampton office if you are based in the area, or we can offer a home working role if you are based further afield from our head office.
Requirements: What You Need to Succeed
Successful candidates will possess:
- Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners
- Be a problem solver with the 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: The Ideal Candidate
- 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
International Reservation Concierge: What you need to know
Interview Process: You will be asked to complete an online assessment, an online language assessment, and then attend an online interview.
Start date: To be confirmed, but we may also talent pool for future start dates.
Training: first 3 weeks will be with our training team; Monday to Friday 09:00 to 17:30, with week 1 Monday to Thursday on site, the remainder of training will be delivered in both in person and online.
Average working hours are 37.5 per week.
You will be required to 5 days work 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 be required to work in the office on Wednesday and Thursday each week, if you are working on a hybrid basis. This role can also be a home based role with the same working hours.
You will be required to work 1 Saturdays in 4 and will then receive a day off in the week when you work on a Saturday. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangement.
Why Join Us?
- 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
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