Cruise Customer Services Consultant

Newcastle/Hybrid Remote
Home Vacancies Cruise Customer Services Consultant

An exciting opportunity has arisen for a Customer Services Consultant in our growing Cruise Team. This a full-time role based on a 40 hour per week (flexible to meet the needs of the business). The role is predominantly home based, however you may be required to work periodically from our Newcastle office or travel to internal and external meetings.

Role Summary

The focus of the role will be to assist with after sales queries, checking confirmations and tickets plus incorporating operational and sales support to customers. Delivering the best possible service across all areas.

To ensure an excellent standard of customer service is always provided.
Ensure correct travel documentation is sent to clients in a timely manner.
Reply to client’s emails/calls in a professional manner, dealing with their queries effectively and professionally, whilst prioritising workloads.
Ensure all API details are submitted correctly, and boarding cards are sent to clients.
To check all bookings have been booked as per the supplier invoices/confirmations and query any discrepancies with sales staff.
Action special needs forms received from clients regarding assistance required for their flight, cruise, hotel and transfer etc.
To chase any outstanding tickets/vouchers/travel documents.
Maximise all sales opportunities for all ancillaries and achieve set targets.
Update all notes on internal booking system detailing conversations with customers/suppliers.
Handle all supplier amendments, errata cancellations, flight, itinerary changes.
Support crisis team with overbookings/supplier failures to re protect bookings.
To answer client telephone enquiries and communicate with clients in a professional, courteous & friendly manner in order to deliver excellent customer service.
Assist with customer in resort and out of hours issues.
Skills & Experience
Exceptional customer services skills with experience of working in a customer focused environment.
Outstanding verbal communication skills and telephone manner.
Excellent listening and empathetic skills with the ability to anticipate customer needs.
Excellent attention to detail.
Flexibility in approach to working tasks with the ability to multi-task.
Ability to work on own initiative and as a member of a team.
Excellent organisational skills.
Good written communication skills.
Ability to use Microsoft packages – e.g. Word, Excel and Outlook.
Ability to work across all levels and functions of the department.
Resilience to deal with complex queries in a fast-paced environment.
To have a flexible approach to the business needs.