International Reservations Concierge (Dutch Speaking)

International Reservations Concierge (Dutch Speaking)

Join Holland America Line and Seabourn, leaders in delivering exceptional cruise experiences, as an International Reservations Concierge. This is a fantastic opportunity to be part of a company that brings holiday happiness to millions worldwide.

About the Role

This permanent, full-time position is based within our Contact Centre. You will be responsible for managing cruise bookings and providing outstanding customer service to our guests and travel partners.

Key Responsibilities

• Booking Management: Accurately book cruises for guests via email and telephone, ensuring exceptional service delivery.
• Customer Support: Resolve guest queries pre and post-cruise through inbound calls, utilizing product knowledge and strong customer service skills.
• First Call Resolution: Aim to resolve all guest issues during the first contact to ensure a satisfactory outcome.
• Relationship Building: Build trusting relationships with guests and travel agent partners by proactively identifying suitable itineraries and cruise products.
• Guest Satisfaction: Contribute to delivering memorable experiences and ensuring guest satisfaction.

Requirements

To succeed in this role, you will need:

• Language Proficiency: Fluent in both Dutch and English (written and verbal).
• Customer Service Excellence: Proven ability to provide exceptional customer service and a genuine desire to go the extra mile.
• Problem-Solving Skills: Ability to effectively resolve enquiries and complaints, aiming for first call resolution.
• Product Knowledge: Willingness to learn and utilize product knowledge to promote cruise features and benefits.
• Professionalism: Maintain a professional demeanor, be courteous to colleagues, and protect customer information.
• Teamwork: Ability to collaborate effectively within a team.
• Adaptability: Flexibility to adapt to changing priorities and work environments.
• Organizational Skills: Good planning and prioritization skills.
• Technical Skills: PC literate.

We value diverse backgrounds and experiences, so the requirements listed are a guide, not a strict checklist.

What We Offer

• Work Model: Hybrid working arrangement, with a minimum of two days per week in our Southampton office if based locally, or a fully home-based option if located further afield.
• Development Opportunities: Access to a broad range of personal and professional development opportunities.
• Employee Benefits:
  • Discounted cruising for employees, friends, and family.
  • Recognition schemes with prizes and awards.
  • Regular office events and entertainment.
  • Company-paid Health Cash Plan and health assessment.
  • Discounted retail and leisure via a dedicated portal.
  • A minimum of 25 days leave plus bank holiday allowance.
• Community: Be part of a community that values growth, work-life balance, and well-being.

Working Hours & Training

• Average Hours: 37.5 hours per week.
• Shift Pattern: Rotational shifts within Contact Centre opening hours (Monday-Friday 08:00-16:30 or 09:00-17:30, and Saturday 08:00-16:00).
• Office Requirement (Hybrid): Wednesday and Thursday in the Southampton office.
• Saturday Work: One Saturday in four, with a day off in lieu during the week.
• Training: The initial 3 weeks will involve intensive training with our team (Monday-Friday, 09:00-17:30), with a mix of in-person and online delivery.

Interview Process

The interview process includes an online assessment, an online language assessment, and a final online interview.

We encourage early applications as this role may close or be paused early if a high volume of applications is received.