International Reservations Concierge (Dutch Speaking)

Job Description

No one knows cruising like Holland America Line and Seabourn. We deliver holiday happiness for millions of people each year and that's a responsibility we take seriously. From formal qualifications to the life lessons of worldwide travel, we offer our people a broad range of personal and professional development opportunities and this journey can begin as a Dutch Speaking International Reservations Concierge within our Contact Centre.

Key Responsibilities Include:

• Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery
• Using your product knowledge and exceptional customer service skills to resolve queries both pre and post cruise via inbound calls.
• Aim to provide a first call resolution to deliver the desired outcome.
• Build trusting relationships with our guests and travel agent partners, proactively identifying itineraries and cruise products that match their needs.
• Delivering guest satisfaction and a memorable experience

This role is classified as CUK13 and is available on a full-time permanent basis. We offer hybrid work with a minimum of two days per week (Wednesday and Thursday) in our Southampton office if you are based in the area, or we can offer a home working role if you are based further afield from our head office.

Requirements: What You Need to Succeed

Successful candidates will possess:

• Effective communication skills and be able to offer great customer service, with the desire to go the extra mile for our guests and travel partners
• Be a problem solver with the ability to resolve enquiries and complaints, delivering first call resolution to a high-quality standard.
• Use product knowledge to identify opportunities to retain guests' bookings by promoting our product features and benefits

About You: The Ideal Candidate

• Professionalism - be ready for work, courteous to colleagues and protect customer information
• Fluent Dutch and English Speaking
• Team Collaboration
• Adaptability
• Clear and concise communication, both written & verbal in Dutch and English
• Planning skills to organise and prioritise work
• PC Literate

International Reservation Concierge: What you need to know

Interview Process: You will be asked to complete an online assessment, an online language assessment, and then attend an online interview.

Start date: To be confirmed, but we may also talent pool for future start dates.

Training: first 3 weeks will be with our training team; Monday to Friday 09:00 to 17:30, with week 1 Monday to Thursday on site, the remainder of training will be delivered in both in person and online.

Average working hours are 37.5 per week.

You will be required to 5 days work within the opening hours of the Contact Centre: Monday to Friday 08:00 to 16:30 or 09:00 to 17:30 on a rotational basis, and Saturday 08:00 to 16:00. You will be required to work in the office on Wednesday and Thursday each week, if you are working on a hybrid basis. This role can also be a home based role with the same working hours.

You will be required to work 1 Saturdays in 4 and will then receive a day off in the week when you work on a Saturday. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangement.

Why Join Us?

• Employee Discounted Cruising plus Friends and Family offers
• Recognition scheme with prizes and awards
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers
• Extensive learning and development opportunities
• Employee-led networks
• Company paid Health Cash Plan and health assessment
• Discounted retail and leisure via discounts portal
• Minimum 25 days leave, bank holiday allowance