Job Title: Customer Support Executive

Department: Sales and Operations

Company Overview

Cruise.co.uk is one of the UK’s leading independent cruise online travel agents (OTA) having been in business for 40 years & experienced notable growth over the last 18 months as the travel sector re-emerged from the pandemic. You’ll find a dynamic, collaborative, supportive & flexible culture that prioritises the importance of people’s well-being, happiness & development. 

The Company has 200 employees with a hybrid model of working from home & in the Redditch (Worcs) head office & looking to strengthen the team in many areas to help support growth plans.

Dept/Role Overview

The position of Customer Support Executive combines administration and customer service duties. Your core objective is to provide daily support to customers post booking and to the sales team to help them maximise their productivity, either through answering customer contacts in the absence of the consultants, or directly from the customer. To help you do this, you will develop an excellent understanding of both internal and external booking systems and processes.

Key Responsibilities

  • Process emails from our customers, seeing each email through to a satisfactory conclusion and ensuring constant communication with the customer throughout. 

  • Answer and process queries from customers for both our Cruise.co.uk and Seascanner brands, via phone, email, social media, and any other channel used in the future

  • Liaise with customers for post-booking questions, assistance & customer service issues.

  • Consistently apply the www.cruise.co.uk tone of voice and Cruise Relation-Ship, to all customer interactions, delivering the highest standards of service every time

  • Process and action where relevant, incoming emails from our external suppliers

  • Ensure bookings with overdue balances are chased and cancelled before any charges

  • Meet & surpass objectives set by the Line Manager.

  • Other ad hoc tasks as and when required

  • Assist other areas of the business, as and when deemed necessary

Qualifications, Experience, Skills & Attributes

  • Service orientated and customer-focused

  • Excellent problem-resolution skills

  • Positive attitude

  • Organised, self-motivated, and proactive

  • Excellent Travel and Cruise industry knowledge

  • Excellent attention to detail

  • Good level of Maths, English, and computer literate

  • Confident people person, with excellent communication skills

  • Team player and flexible

Extra Details

  • Benefits -

    • Uncapped commission structure.

    • 20 days holiday 

    • Retail Discount Platform

    • Salary Sacrifice schemes for Pension, Cycle2 Work, Car Leasing & Holiday Buy Back

    • EAP & well-being platform support

    • Annual 2-night X’mas Conference 

    • Fam Trips and Ship Visits

  • Hours – full-time with min 37.5 hours per week - Either flexible rota or a set rota

  • Location - Home-based

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