Cruise Reservations & Guest Services Associate (Trainee)

Fred. Olsen Cruise Lines; Ipswich; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

AXA Health

Life Assurance

Enhanced maternity/paternity pay

Discounted holidays & cruises

Retail discounts

Boost Benefits scheme

Job summary

Fred. Olsen Cruise Lines is expanding its Contact Centre with a Trainee Cruise Advisor at our Ipswich Head Office. You will handle reservations, guest services and live chat across multiple channels, supporting guests and travel agents throughout their journey.

Training will be provided to cover systems and Fred. Olsen products, with opportunities to visit ships on educational trips and earn commission in addition to the base salary.

Qualifications

• Background in a customer facing environment.
• Experience handling telephone, email or live chat enquiries.
• Previously worked to targets or KPIs.
• Educated to GCSE-level with a C/4 in Maths and English.
• Excellent verbal and written communication skills.
• Empathetic, professional communicator.
• Able to build rapport with guests and agents.
• Capable of multitasking across multiple systems and channels.
• Strong attention to detail.
• Willingness to learn and develop across functions.

Responsibilities

• Handle inbound and outbound reservations enquiries from guests and travel agent partners.
• Create, amend and manage cruise bookings accurately and efficiently.
• Promote and sell Fred. Olsen cruises, cabins, upgrades and packages.
• Outbound sales calling for upgrades during quieter periods.
• Identify opportunities to maximise revenue through upselling and cross-selling.
• Provide accurate product, itinerary and pricing information.
• Process booking amendments, transfers and cancellations per policy.
• Respond to guest enquiries by phone, email and live chat.
• Resolve guest concerns professionally and empathetically.
• Manage requests relating to special requirements, dining, accessibility and documentation.
• Deliver an engaging and professional live chat experience.
• Identify sales opportunities through live chat conversations.
• Respond to guest and travel partner emails within service levels.

Skills

Customer service

Communication

Multitasking

Attention to detail

Problem solving

Rapport building

Empathy

Targets

Learning mindset

Time management

Education

GCSE Maths & English (C/4)

Job description

Fred. Olsen Cruise Lines is expanding its Contact Centre with a Trainee Cruise Advisor at our Ipswich Head Office. You will handle reservations, guest services and live chat across multiple channels, supporting guests and travel agents throughout their journey.

Training will be provided to cover systems and Fred. Olsen products, with opportunities to visit ships on educational trips and earn commission in addition to the base salary.