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Customer Services Specialist

LocationPurfleet, Essex

Job Description

Overview

Due to further expansion of our business, we are looking for an experienced Customer Services Specialist, your 'people skills' will be just as important as your formal qualifications. We will look for a good general standard of education, but excellent communication skills and a friendly personality is preferred.

Previous experience of working with people either over the telephone, face to face or by email would be useful. Any previous experience in the travel industry would also be beneficial. Abilities to work to chronological deadlines and to work as part of a team is needed.

The successful candidate will have experience of working in a customer service environment, with excellent communication and organisational skills, with experience of working in a call centre/telesales environment. You will have a good attention to detail, be computer literate with experience of using a reservation system.

Line Management

The Customer Services Specialist will ultimately report to the Customer Services Manager.

Duties & Responsibilities

The Customer Services Manager will manage, supervise and allocate the following duties and responsibilities: -

  • Ensuring all passenger enquiries are dealt with in a timely manner. This will be done by telephone, email and on occasion, face to face.
  • Ensure correct information is passed on to passengers.
  • Administer cancellations and/or transfers received by email or post and ensure they are actioned in-line with company guidelines.
  • Printing, collating and posting initial cruise documentation to passengers, such as ticketing, pre-cruise information, itinerary change letters etc.
  • Printing, collating and posting issuing documentation to any new and/or bookings.
  • Entering passenger information onto the in-house booking system correctly.
  • Taking payment from passengers.
  • Attending ship turnarounds, at various regional ports.
  • Participating in our CMV 24/7 Rota. (Approximately once in x8 weeks) £75 each time.

Working Hours

Standard office hours are Monday to Saturday from 09.00 to 17.30hrs. A day off in lieu will be provided for Saturday/Sunday working, as advised by the Line Manager and subject to staffing Rota.

Holiday Entitlement

A minimum 22 days per annum, increasing to 28 days according to length of service, pro-rated accordingly plus bank holidays will apply. Holiday requests will need to be completed and submitted to the Line Manager via our online system. At least one month’s notice should be given, where possible, in order to arrange appropriate cover.

  • A workplace pension scheme - following three months of continuous service.
  • Concessionary travel with CMV – following six months of continuous service.
  • Staff discounts on selected travel products.

CMV Summary

CMV is a progressive company who encourage organic career development and enjoy a low turnover of staff. This position offers a good career opportunity for an ambitious and creative individual to join a largely non-corporate, medium sized and privately-owned organisation. Unlike many other UK based cruise operators, CMV’s UK office is not just a sales operation but a fully-fledged and ‘hands on’ cruise line closely aligned to both the product and customer.

CMV also have established sales offices in Australia, USA and Germany and are estimated to carry 125,000 ocean passengers in 2018.In addition to the core cruising business, the Company also have other travel and leisure related interests within the group. These include a long-established coach wholesaling business, a high-street travel agency and business travel house.

This is an exciting time to join CMV as we enter into a rapid growth plan. We have just announced that we will be acquiring another new vessel to the CMV fleet joining our fleet in 2019.

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