International Reservations Concierge; Dutch Speaking

Job Description

No one knows cruising like Holland America Line and Seabourn. We deliver holiday happiness for millions of people each year and that’s a responsibility we take seriously.

We offer personal and professional development opportunities and this journey can begin as a Dutch Speaking International Reservations Concierge within our Contact Centre.

• Accountable for booking cruises for our guests via email and telephone, ensuring exceptional service delivery
• 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 and travel agent partners, proactively identifying itineraries and cruise products that match their needs
• Delivering guest satisfaction and a memorable experience

This role is classified as CUK
13 and is available on a full‑time permanent basis. We offer hybrid work with a minimum of two days per week (Wednesday and Thursday) in our Southampton office if you are based in the area, or a home‑working role otherwise.

• 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.

• Professionalism – be ready for work, courteous to colleagues and protect customer information
• Fluent Dutch and English speaking
• Team collaboration
• Adaptability
• Clear and concise communication, both written and verbal in Dutch and English
• Planning skills to organise and prioritise work
• PC literate

Interview Process:
You will be asked to complete an online assessment, an online language assessment, and then attend an online interview.

Start date:

To be confirmed, but we may also talent pool for future start dates.

Training:
The first 3 weeks will be with our training team;
Monday to Friday 09:00 to 17:30, with week 1 Monday to Thursday on site; the remainder of training will be delivered in both in person and online.

Average working hours are 37.5 per week.

You will be required to work 5 days within the opening hours of the Contact Centre:
Monday to Friday 08:00 to 16:30 or 09:00 to 17:30 on a rotational basis, and Saturday 08:00 to 16:00. You will also be required to work in the office on Wednesday and Thursday each week if you are working on a hybrid basis. This role can also be a home based role with the same working hours.

You will be required to work 1 Saturday in 4 and will then receive a day off in the week when you work on a Saturday. Your shifts will be exclusive of breaks for lunch. Your exact shifts, rotations and breaks will be subject to local arrangement.

• 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