Cruise Customer Care Specialist - Remote/Hybrid

Iglu.com; United Kingdom; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid/Remote working options

Travel discounts for family/friends

EV scheme

Gym discounts

Online GP service

Life Assurance

Mental Health support

Bi-annual company events

Charity/Social Committees

Job summary

Iglu.com, the UK’s largest specialist ski and cruise travel agency, is seeking a Customer Care Expert to act as brand ambassador and guide customers from first enquiry through departure. You will handle phone and email interactions with enthusiastic, flexible teammates in a fast-paced environment.

Key responsibilities include upselling cruise holidays, managing bookings across systems, and meeting KPI targets while ensuring accurate, high-quality service aligned with brand standards.

Qualifications

• Must have experience in Travel or Customer Care.
• Strong communication and negotiation skills are essential.
• Classic KPI-focused performance with sales targets and high accuracy.

Responsibilities

• Answer incoming calls and emails to maximise sales of cruise holidays and ancillaries.
• Manage reservations, amendments and navigate reservation systems.
• Meet and exceed personal sales targets and KPIs.
• Own customer queries and de-escalate issues following escalation process.
• Maintain brand tone, log communications, and share customer feedback for improvements.

Skills

Communication Excellence

Technical Proficiency

Target Driven

Industry Knowledge

Resilience

Analytical Skills

Tools

MS Office

Google Docs

Job description

Iglu.com, the UK’s largest specialist ski and cruise travel agency, is seeking a Customer Care Expert to act as brand ambassador and guide customers from first enquiry through departure. You will handle phone and email interactions with enthusiastic, flexible teammates in a fast-paced environment.

Key responsibilities include upselling cruise holidays, managing bookings across systems, and meeting KPI targets while ensuring accurate, high-quality service aligned with brand standards.