Job Description
We take enormous pride from bringing to life Princess Cruises and as one of our Reservations Advisors, you will demonstrate a passion for our brand when talking to our guests and travel agent partners,providingexceptional customer service, enhancing guest experience, and delivering against sales & telephony targets.
Key Responsibilities Include:
* 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 Travel Agent partners proactively identifying itineraries and cruise products that match their needs to make a booking.
* Delivering guest satisfaction and a memorable experience
* Service Travels Agent and Guests queries via webchat
* Handle precise & special requests, demonstrating expert product knowledge
This role is classified asCUK13and is available on afull-time, permanent basis. We offer hybrid work with a minimum of two days per week in our Southampton 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
We recognise the value in having people with a variety of backgrounds, experience and skills in our business. That means the role requirements here should be seen as a guide, not a checklist.
About You: The Ideal Candidate
You are more than just your CV. You're someone who brings:
* Professionalism – be ready for work, courteous to colleagues and protect customer information
* Positive Attitude
* Team Collaboration
* Adaptability
Reservation Advisor: What you need to know
Interview Process – will include a one way video interview, an on line assessment and a face to face interview at Carnival House (this will include a presentation on the brand, a group activity and an interview with one or two members of the team).
Interview Date - Monday 28th April 2025
Start date – Monday 9th June 2025
Training: first 4 weeks will be with our training team; Monday to Friday 9am to 17:00 which requires full attendance for the full period.
Average working hours are 35 per week.
You will be required to work shifts on a rostered basis within the opening hours of the Contact Centre (CCO) Monday to Friday 08:00 to 20:00, Saturday 09:00 to 17:00 and Sunday 10:00 - 16:00, inclusive of weekends and evenings.
You will be required to work 2 Saturdays in 4 and 2 Sunday in 4. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangements with the CCO Resource Planning team.
Why Join Us?
Working within our Contact Centre Operations teams means you’ll be part of a community that values growth, work-life balance, and well-being.
* Bonus Scheme
* 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
Take the Next Step
Our Hiring teams value giving candidates a great experience, if we receive a high volume of applications that will compromise our ability to offer the service we like to provide, the role could be paused or closed early, we therefore encourage you to apply early to avoid disappointment.
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About Us
Holidays are one of life's greatest pleasures, and having the chance to relax, escape and explore is a magical thing. There is no hiding that we love cruise, and we believe there is no better holiday than a cruise. In fact, we are The Love Boat.
In addition to offering a premium way to travel and explore the world, Princess Cruises distinguishes itself with its emphasis on personalised service, innovation and delighting millions of guests every year. And this is precisely what our agile and tight knit teams do, onboard and onshore. We share high standards, heartfelt values and ultimately a passion for Princess Cruises.
As part of Carnival Corporation, our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equality and inclusion.
It's through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel's Employer of Choice.
Now is the time to join our Princess community, and discover why The Love Boat is so loved by so many.
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