Customer Services Advisor (f/m/x)
at Dreamlines GmbH
Manchester, England, United Kingdom -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 15 May, 2024 | Not Specified | 16 Feb, 2024 | N/A | Microsoft Office,Excel,Gds Systems,Customer Service Skills,Amadeus | No | No |
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Description:
MANCHESTER, REMOTE, HOMEWORKING
Are you ready to embark on a rewarding journey with Cruise 1st, the local arm of the globally acclaimed online cruise retailer, Dreamlines, headquartered in vibrant Hamburg, Germany!We’re not just a travel company; we’re trailblazers in the cruise industry, with a presence spanning five countries, united by a passion for global growth. In United Kingdom, we proudly operate under the distinct brand: Cruise1st.
The role of the Customer Services Advisor is to handle telephone calls and emails from Cruise1st customers relating to any pre-departure query on their booking or a query from a customer whilst on their cruise or out in resort. The Advisor takes full responsibility and ownership to provide a first contact resolution where possible.
Skills
- Excellent and proven customer service skills gained in a call centre environment
- Previous experience in the travel industry gained in the Cruise sector is essential
- Working knowledge of dynamic packaging and complex itineraries gained in another cruise/travel role
- Previous experience of using Amadeus or other GDS systems would be beneficial
- Previous experience using cruise industry reservations systems beneficial
- Proficient in Microsoft Office particularly Outlook and Exce
Responsibilities:
- Taking telephone calls and responding to emails on our in-house telephone system
- Amending all elements of a booking at the customer’s request e.g., Cruise, hotel, transfers, flights etc. which involves actioning on all suppliers’ reservation systems.
- Amendment of flights including scheduled flights using Amadeus, low-cost flights on supplier system etc
- Upgrading and upselling to add value - by booking ancillary products where appropriate to enhance the customers holiday. E.g., cabins, business class flights, private transfers, airport lounge passes etc
- Handling and resolving incoming calls from customers overseas or in resort who are unhappy with any aspect of their holiday
- Refunds. Checking a refund has been received from the supplier and then processing the customer’s refund in line with current financial regulations.
- Liaising with other departments within Cruise first to resolve complex issues i.e., working with Product/Flight manager to find best solutions.
- Ensuring customer has all new paperwork after any amendments made including new itinerary, tickets, flights docs, accommodation voucher, transfer vouchers etc.
- Taking balance payments using our in-house system or supplier systems, whichever is relevant to the booking
- Providing excellent call quality compliant with current industry regulations e.g., GDPR
- Keeping up to date with own process and system knowledge including completion of cruise line online learning platforms, attending in house training as required
Skills
- Excellent and proven customer service skills gained in a call centre environment
- Previous experience in the travel industry gained in the Cruise sector is essential
- Working knowledge of dynamic packaging and complex itineraries gained in another cruise/travel role
- Previous experience of using Amadeus or other GDS systems would be beneficial
- Previous experience using cruise industry reservations systems beneficial
- Proficient in Microsoft Office particularly Outlook and Excel
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Marketing/Advertising/Sales
IT Software - Other
Sales
Graduate
Proficient
1
Manchester, United Kingdom