Special Services Co-Ordinator - Southampton, United Kingdom - Oceania Cruises

Description

Purpose:

This role provides reservations support for our travel partners and guests from our UK, European and Middle Eastern Markets both on the telephone and via email, as well as our guest services team.

Through proactive servicing, this role provides all rounded exceptional customer service to Trade Partners & Direct guests alike.

It is responsible for servicing all post booking queries, ensuring that all telephone and email enquiries are dealt with in a timely & professional manner to the high standard as demanded by the luxury client.

Customers:
Trade Partners – Travel Agents and Tour OperatorsDirect ConsumersInternal Departments – Sales & Marketing, Guest Relations, Finance, US office,

Ships Competencies Key Responsibilities:
Service & Administration:Answer incoming calls promptly & courteously, with a smile (KPI – 30 seconds)

Answer incoming emails promptly & professionally (KPI – Same day (before 16h00) / 24 hours)Liaise with other offices / departments, where required Special Services, Shore Excursions, Visa Admin, OCI Club, Guest Relations & Onboard ship staff Update / Amend existing bookingsAssist with pre-booking shore excursions & dining reservationsChase outstanding guest informationAssist with communication on itinerary changes Processing of special requests Mobility Forms, Alternative Port Requests, Specialised diningProcess cancellation and rebooksSupport Guest Services with group allocation & general group booking requestsIssue & dispatch documentationEnsure product knowledge is current and refreshed Guest Relations:
Manage day to day service escalation activities relating to service / product failure and guest dissatisfactionOversee and report on use of Sales Force for GR issues / Manage GR inbox Investigate and collate feedback on complaints raised Managing and resolving pre cruise escalated queries from Guest ServicesHandling and overseeing queries from our vessels requiring expedited resolutionAssist with post cruise on-board account queries from guests, providing shipboard account foliosAdditional ad-hoc duties:To assist Guest Services with overflow calls and make cruise bookingsAttend and assist with ship visits and trade and consumer eventsVarious locations (midweek & weekend – usually 1 to 2 per year)

Assist other departments as and when requested Job Specific Knowledge, Skills & Behaviours Required:
We are looking for a committed individual who wishes to develop within a growing business and industry.

Customer focused, excellent communicator and listenerStrong product and destination knowledgeAttention to detail and excellent organisational skillsComputer literateWorking knowledge of MS Office applications, including Excel and WordSalesforce knowledge, an advantage but not essentialReservation system knowledgeAirline GDS, Sabre an advantage but not essentialAbility to multi-task in a fast-paced environmentDemonstrates resilience and flexibility to business needsAbility to work well as part of a teamHonest; consistent; positive & enthusiastic approachWell presented Experience and Education: Travel background, an understanding of the cruise industry and will have worked in a reservations / call-centre environment.

Call Centre, Travel Agency or Tour Operator experienceCustomer Service experienceIdeally at least 2-3 years' Travel Experience in the luxury sectorSecond language (ideally French, German, Spanish) not mandatory but advantageous Hours of WorkThe position, although based in Southampton, is responsible for all reservations from the UK & EMEA region and therefore, where applicable, may be required to work covering European Hours & European holidays.

UK holidays that fall on EU working days are normal working days for this position. Flexibility required to work weekend shifts, including hours outside regular business hours based on business requirementMon-Fri:

• 08:30 – 18:00 (Subject to alteration to cover European hours based on Shift Rotations – 37.5 hrs per week)

Currently:
Mon & Fri- Home Based / Tue; Wed; Thu - Office Based Sat:

• 09h00 – 15h00 (on rota, average 1 to 2 a month)

Currently:
Home or office based

Bank Holidays:
shared on a Rota basis