Trainee Cruise Advisor: Learn, Upsell & Sail

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

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.