Reservation Agent - Placement / Intern

Southampton, Hampshire
£13,747 per anum
09 Feb 2018
28 Feb 2018
RA - Solent
Full Time


  • To achieve and exceed business goals and objectives by converting enquiries from both Travel Agents and Direct Guests.
  • Match individual customers’ needs to the right holiday for them.
  • Resolve Travel Agent and Guest queries promptly via incoming calls.
  • Respond to all incoming email, faxes and written correspondence in a timely manner.
  • Up-selling on stateroom accommodation.
  • Deliver an exceptional level of Customer Service at all times.
  • Achieve and exceed monthly sales conversion targets as set by the business.
  • To provide each call with the features and benefits of Freestyle cruising  to raise product awareness.
  • Consistently exceed customers’ expectations by delivering an exceptional customer experience on each call.
  • To achieve first call resolution on sales enquiries.
  • To assist with other departments as and when requested.
  • Participate in ongoing incentives and training as and when applicable.
  • Handle a large volume of incoming calls.
  • Participate in 1-2-1’s/Appraisals on a monthly basis. 
  • To receive and action sales enquiries via email and fax as and when receive.
  • Be able to handle to up to 70 calls per day.
  • Answer calls within Service Level agreements, 30 seconds.
  • Resolve all queries at first contact where possible.
  • Respond within 24 hours to all ‘pending’ enquiries and keep caller fully updated.
  • Respond to all written enquiries within 24 hours.
  • Exceeding daily/monthly conversion targets.
  • Dealing with a busy environment.
  • Answering calls within the required time.
  • Ability to resolve calls at first resolution.
  • Exceeding daily/weekly conversion targets.
  • Dealing with a busy environment.
  • Making agreed amount of outbound calls per day.

About You

  • Outstanding verbal and written communication skills with the ability to build rapport.
  • Possess exceptional Customer Service skills with a strong desire to work in a Customer Service role.
  • Must be solution focused and able to use initiative to problem solve.
  • Must be able to remain calm and patient under pressure.
  • Able to remain confident and assertive.
  • Positive and enthusiastic approach with a dedicated and flexible attitude.
  • Self-motivated.
  • Highly organised with the ability to prioritise, whilst paying strong attention to detail.
  • IT Literate – experience of MS Outlook, Word and Excel.
  • Must be a Strong and Clear Communicator with an excellent telephone manner.
  • Attention to detail and Organisational skills.
  • Ability to work well as part of a Team, dedicated and flexible. 
  • English Skills (Fluent written & oral) An additional language would be an advantage i.e. German, Spanish, French.

We are conducting the Assessment Day with the selected candidates on 15th March 2018 in Southampton, so please keep the day free. 

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