Trainee Cruise Advisor

Fred. Olsen Cruise Lines Ltd.; Ipswich; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

AXA Health

Life Assurance

Maternity/Paternity pay

Discounted holidays & cruises

Retail discounts & Boost Benefits

Job summary

Fred. Olsen Cruise Lines Ltd. is seeking a customer-focused reservations and guest services advisor in Ipswich. You will handle cruise bookings, amendments and inquiries across phone, email, live chat and WhatsApp, while promoting upgrades and packages.

You will work to service levels, learn products through dedicated training, and have opportunities to sail on educational trips. A 35-hour week with occasional Saturdays in our Ipswich Head Office is typical.

Qualifications

• Customer facing experience is essential.
• Ability to sell via phone, email, live chat and other channels.
• Strong communication, both written and verbal.
• Demonstrated empathy and problem solving.
• Able to multitask across systems and channels.
• GCSE maths and English (C/4 or higher) required.

Responsibilities

• Handle inbound and outbound reservations enquiries.
• Create, amend and manage cruise bookings accurately.
• Promote Fred. Olsen cruises, cabins, upgrades and packages.
• Upsell and cross-sell to maximise revenue.
• Respond to guest and travel partner enquiries via multiple channels.
• Process amendments, transfers and cancellations per policy.
• Deliver engaging live chat experiences and handle post-sale questions.
• Maintain high service levels and learn products via training.

Skills

Customer service

Sales skills

Multi-channel support

Communication skills

Empathy

Targets/KPIs

GCSE maths/english

Education

GCSE level or equivalent

Job description

Within this role, you will provide a seamless service across Reservations, Guest Services and Live Chat, supporting both direct guests and travel agent partners throughout their customer journey. You will confidently handle cruise bookings, amendments, enquiries and service requests across multiple communication channels including telephone, email, live chat and WhatsApp. There is the opportunity to visit our ships and sail on educational trips, whilst also being able to earn commission in addition to your basic salary. Main Tasks & Activities:

• 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, packages and ancillary products.
• Outbound sales calling at quieter periods for upgrades and targeted callouts.
• Identify opportunities to maximise revenue through upselling and cross-selling.
• Provide accurate product, itinerary and pricing information.
• Process booking amendments, transfers and cancellations in line with company policies.
• Respond to guest enquiries via phone, email and live chat.
• Resolve guest concerns and service issues professionally and empathetically.
• Manage requests relating to special requirements, dining, accessibility, onboard experiences and cruise documentation.
• Deliver an engaging and professional live chat experience.
• Identify sales opportunities through live chat conversations.
• Respond to guest and travel partner emails within agreed service levels., Learning and development are important to us. Therefore, as the successful candidate, you will benefit from an initial training programme. During this time, you will work closely with our Learning and Development team, who will provide full product training covering the systems we use and the Fred. Olsen products to help you have all the knowledge you need to achieve your best., We are one team -Working together, supporting each other and recognising that every role plays a part.
• We are ambitious - Always looking for opportunities to improve and deliver more for our guests, colleagues and business.
• We are curious - Asking questions, seeking new ideas and learning from the world around us.
• We are real - Bringing our authentic selves to work and creating genuine connections.
  Background within a customer facing environment.
• Experience handling telephone, email or live chat enquiries.
• Previously worked to targets or KPIs.
• Educated to GCSE-level or equivalent, with a C or 4 in Maths and English.
• Excellent verbal and written communication skills.
• An empathetic, professional and confident communicator
• Able to build rapport with guests and agents with a strong problem-solving head.
• Can multitask across multiple systems and channels.
• Superb attention to detail.
• Willingness to learn and develop across multiple functions.
• Knowledge of cruise holidays and travel industry experience is beneficial but not essential.
  Fred. Olsen Cruise Lines is a family-run business that has been offering exceptional cruise experiences for over 170 years. With a fleet of ships that provide intimate, friendly, and immersive voyages, we are committed to delivering world-class service with a personal touch. Join us and be part of a proud heritage that is all about making lasting memories for our guests.
• This is a permanent, full-time role, working 35 hours per week Monday to Friday and every other Saturday in our Ipswich Head Office. A day off during the week will be rewarded when a Saturday is worked.
• Fred. Olsen Cruise Lines offer a wide range of benefits including AXA Health medical, Life Assurance, enhanced maternity and paternity pay, discounted holidays and cruises, plus retail discounts and cash back incentives through our Boost Benefits scheme. Attached to this advert you will find a full job description and details of our Company benefits on offer.