Join Intercruises as a Cruise Connect Customer Service Agent based in Southampton or Edinburgh. This full-time role involves delivering exceptional service to UK customers and international cruise clients, managing bookings, handling complaints, and supporting operational teams in a dynamic, flexible environment.
Requirements
Proven experience in customer service
Proficiency in Microsoft Office (Excel, Outlook, Word)
Strong organisational, multitasking, and communication skills
No specific degree requirement stated in the posting
Skills & Responsibilities
Customer Service: Handle customer complaints and feedback emails with empathy and professionalism, ensuring timely follow-up and resolution.
Data & Operations: Run monthly and weekly Eligibility Report rechecks, update route spreadsheets, and manage booking orders and driver lists for suppliers.
Emergency Support: Operate the emergency phone on a rota basis, including weekends once adequately trained.
Potential transition routes: People from retail, hospitality, or administrative roles may bring strong communication and organisational skills, alongside meeting customer service experience requirements.
Job description
Join our specialist brand Intercruises as a Cruise Connect Customer Service Agent, where you'll provide quality service to UK customers and international cruise liner clients across various communication channels. This is a fantastic opportunity to be part of a dynamic team that's dedicated to delivering exceptional experiences.
The role will be advertised until the 19th of November.
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
You'll run monthly and weekly Eligibility Report rechecks and follow up on any discrepancies to ensure accuracy across all bookings.
Handling customer complaints and feedback emails with empathy and professionalism will be key, ensuring timely follow-up and resolution.
You'll update Cruise Connect routes spreadsheets, insert route planning onto IMS, and communicate any route or operational changes to the team and suppliers.
Preparing and sending detailed booking orders and driver lists to suppliers will form part of your daily responsibilities.
Creating summary route reports with relevant information for pier staff usage on calling days will support smooth operations.
You'll add voucher times to spreadsheets and IMS, ensuring they're ready to be sent to guests promptly.
Supporting the call centre and operational team as required, along with assisting the team leader with ad-hoc requirements, will keep you engaged and connected.
Operating the emergency phone on a rota basis, including weekends once adequately trained, will be part of your role.
ABOUT YOU
You have proven experience in customer service and understand what it takes to deliver excellence.
Clear communication and excellent listening skills come naturally to you, allowing you to connect with customers effectively.
Your ability to multitask and stay calm under pressure ensures you can handle busy periods with confidence.
A strong sense of responsibility and excellent organisational skills are essential to succeed in this role.
You're team-oriented with a commitment to delivering outstanding service to our guests, clients, and suppliers.
Proficiency in Microsoft Office (Excel, Outlook, and Word) will support you in managing daily tasks efficiently.
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.
