Customer Service Expert (Cruise Kings) - Remote
HybridPrestwick, Scotland, United Kingdom
Job Summary
Support clients post-booking and pre-departure requirements while communicating effectively via omni-channels including live chat, WhatsApp, email, and voice. Fulfill amendments and cancellations, resolve client queries, and find amicable solutions by liaising with suppliers and tour operators on behalf of clients. Encourage upsell opportunities and assist internal departments on customer service and administrative queries. Conduct outbound calling projects as required to maintain high levels of customer satisfaction. Work Monday through Saturday from 9:30 am to 5:30 pm in a hybrid or office-based setting within the Brooklyn Travel Group, a UK-wide travel specialist with over 50 years of experience.
Required Qualifications
- Customer Service experience in a fast-paced Cruise environment
- Confident, friendly and articulate when speaking to clients
- Enjoy building rapport and forging long lasting relationships
- Possess genuine empathy and the desire to help people
- A 'can do attitude' always aiming to go the extra mile
- Excellent listening skills
- Ability to pro-actively resolve issues and find amicable solutions
- Good written English
- Experience in communicating via live chat, social media
Desired Qualifications
- Being well travelled with good knowledge and first-hand experience of worldwide destinations is highly desirable
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