Call Center Agent

Job Description

Join TUI within our specialist brand Intercruises as a Call Centre Agent based in Southampton or Edinburgh, UK. This role sits within the Cruise Connect team where you will provide quality service to UK customers and international cruise liner clients across various communication channels. The successful candidate will be extremely accurate, have a keen eye for detail, and good command of Microsoft Office (Excel, Outlook and Word).

ABOUT OUR OFFER

• Personal benefits: Attractive remuneration, discretionary bonus schemes, generous travel benefits, extensive health & well-being support, and more.
• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.
• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.
• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams
• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Receive inbound calls, emails and Webchats from guests and provide a seamless customer experience.

• Respond to all queries e.g. location of pickups, prices, times and amendments.

• Check availability using our database and spreadsheets. Offer alternatives to secure sales and process cancellations/refunds.

• Assist with monitoring the general domestic coaching inbox and any other specific mailbox (categorising, replying to enquiries and printing).

• Reconciliation of payments taken online or from regional offices and forwarding a daily report to a centralised accounts team.

• Assistance with daily administration such as printing and mailing.

• Assisting operations staff with calling guests as required and any other requirements as they arise.

ABOUT YOU

• Previous experience working in a customer service/ reservations environment would be desirable.

• Confident communications and organizational skills are essential.

• Guest focused with a drive to deliver excellent customer service to our guests and clients.

• Previous administration or finance admin experience would be an advantage but not essential.

• Willingness to learn and work both independently and as part of a global team.

• Excellent level of English, both written and verbal.

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless.

We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.