Customer Care Expert

Role Purpose

As a Customer Care Expert, you are the brand ambassador and the voice of our business. You are responsible for ensuring each customer’s journey is seamless—from the initial enquiry to the moment they depart. Using your extensive knowledge of cruise lines and destinations, you will provide exceptional service to our loyal customers, managing interactions over the phone and via email. We are looking for enthusiastic, innovative, and passionate people with the drive and flexibility to thrive in a fast-paced, energetic team environment.

Key Responsibilities

• Customer Support & Sales: Answer incoming calls and emails, using your expertise to maximize sales of cruise holiday products and ancillaries. Identify opportunities to upsell and "switch sell" products based on specific customer needs and desires.

• Booking Management: Manage reservations after the booking is completed. This includes making amendments, rectifying errors, and navigating various in-house and supplier reservation systems (cruise lines and tour operators).

• Performance Standards: Meet and exceed personal sales targets and KPIs, including conversion rates, margin per booking, and transactions per hour.

• Issue Resolution: Take ownership of customer queries and complaints. Actively work to find solutions and de-escalate issues, following the company’s escalation process when necessary.

• Brand Advocacy: Build valuable relationships with customers, ensuring your tone of voice and language consistently align with brand guidelines.

• Administration & Accuracy: Complete all administrative tasks with high levels of diligence and accuracy, logging records of all customer communication to minimize business impact from errors.

• Continuous Improvement: Proactively share customer feedback and recommendations with management to identify pain points and drive business change.

Skills and Experience

• Communication Excellence: Impeccable verbal and written skills with proven persuasive, influencing, and negotiation abilities.

• Technical Proficiency: Strong IT skills, including MS Office (Word, Excel), Google Docs, and the ability to multitask across different reservation systems.

• Target Driven: A history of meeting and exceeding KPIs in a customer care environment.

• Industry Knowledge: Understanding of cruise products and destinations (prior travel experience or industry knowledge is essential).

• Resilience: Ability to stay calm and composed in a fast-paced, high-pressure environment while maintaining first-rate organizational and time-management skills.

• Analytical Skills: Excellent numeracy skills and an eye for detail to ensure error-free work.

Behavioral Role Fit

• Passion for Service: A genuine zest for travel and a commitment to providing the highest levels of customer support.

• Adaptive Mindset: Flexible and easily adaptable to different people, challenges, and evolving ways of working.

• Proactive & Hardworking: A self-motivated "can-do" attitude with a drive for results and personal self-development.

• Team Player: Supportive of colleagues and enthusiastic about contributing to a positive call center culture.

• Empathetic Listener: Ability to really listen to the customer, identify underlying issues, and make sound recommendations.

Role Key Performance Indicators (KPIs)

• PCA %

• Average workload 40 plus per day (calls and emails)

• Email response time

Why Join Iglu?

Iglu.com is the UK’s largest specialist ski and cruise travel agency. We pride ourselves on our first-hand knowledge and offer a platform for you to build a strong career in a rapidly expanding business.

• Flexibility: Hybrid and Remote working options (UK based).

• Perks: Discounted travel for family/friends, Electric Vehicle Scheme, and Gym discounts.

• Wellbeing: 24/7 Online GP Service, Life Assurance, and Mental Health support.

• Culture: Bi-annual company get-togethers and active Charity/Social Committees.

Working Hours: 37.5 hours per week. Shifts fall between 9am–8pm (Mon- Sun). Candidates are expected to work 5 out of 8 weekend days.