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    Dutch Speaking Business-to-Business Group Sales Support Agent

    Dutch Speaking Business-to-Business Group Sales Support Agent

    P&O Ferries is the UK’s leading ferry operator and has a long established brand in the shipping and logistics sectors.
    Since the sale of the Cruise business, the business is focused on freight and passenger traffic and affiliated services.

    Does your current employer offer you…

    • Competitive salary
    • Premium rate of pay for speaking French, German, Spanish, Dutch
    • Contributory pension scheme
    • Full Training Programme
    • Discounts with various business partners

    We are currently recruiting for the following position within our Contact Centre

    Competitive salary

    Location: Channel House, Dover

    This is an excellent opportunity to join a company who believe their people are their greatest asset. What’s more, as the market leader in ferry travel with a commitment to delivering the highest standards of service, we can help you take your career in a number of directions.

    We are currently recruiting for a B2B Group Sales Support Agent. Reporting to the B2B Group Sales Manager.
    The main purpose of the role will be:
    • To provide a high level of service to Coach Operators, Sales Team and Public, on a Pan European basis, with regard to new bookings, amendments, up sell of Company products and general information in order to maximise revenue
    • To ensure that tasks are handled effectively and to the satisfaction of all parties concerned and in line with Company and section KPI’s
    • To deliver excellent Customer Service through telephone calls and e mails


    Key Tasks and Responsibilities:
    • To process all correspondance from internal and external customers received by telephone, e-mail, fax and letter in line with agreed procedures and KPI’s
    • To monitor mailbox to ensure ‘mail’ is recorded accurately within the B2B database to enable it to be processed
    • To complete money transfers and process refund requests as required
    • To process bulk Bookings and handle related enquiries
    • To undertake customer contact when required in the event of a schedule change / cancellation
    • To undertake all administrative functions connected with the B2B database • To undertake the allocation of ‘virtual’ cabins to ‘real’ cabins in line with agreed process
    • To ensure that ‘one – one’ accounts are monitored and actioned promptly
    • To ensure cabin lists are completed accurately and forwarded to the ports/ships prior to travel
    • To manage own workload using the B2B database to ensure KPI’s are met
    • To up sell as appropriate on all bookings to improve revenue
    • To provide booking reports as requested in agreed format
    • To be flexible in the use of skills and abilities to ensure the smooth running of the department
    • To ensure the safety of yourself and others in the carrying out of your duties
    • Carry out such other duties as are consistent with your role and your skills and capabilities as may, from time to time, be required by the company.

    KEY COMMUNICATION AND WORKING RELATIONSHIPS
    Internal
    • Inbound Sales Manager
    • Sales Managers – UK / Continental
    • Business – Business Sales Support and Development Manager
    • Port Operations staff
    • Head of Sales - UK
    • Head of Sales – Northern Europe
    • OBS
    • Finance
    • Revenue

    Knowledge & Skills - Essential:
    • Fluent in Dutch both written and verbal
    • Demonstrable experience of dealing with the general public and Operators via phone
    • Basic PC skills
    • Good command of English, Written & Verbal
    • Fluent in German, Dutch both written and verbal as appropriate to the position
    • Customer focused with the ability to empathise with customers
    • Excellent attention to detail
    • Ability to work to defined targets and prioritise workload
    • Ability to work within pressurised environment
    • Basic word-processing and spreadsheet skills
    • Excellent communication skills with the ability to communicate well with customers
    • Must have positive, flexible and responsible attitude to work
    • Customer relationship skills
    • Conflict resolution skills
    • Ability to multi-task
    • Educated to GCSE standard or equivalent

    Knowledge & Skills – Desirable:
    • Previous office based experience
    • Previous office administration experience
    • Full working knowledge of Microsoft Office Applications
    • Working knowledge of DOLPHIN or Booking system
    • Ability to cope with change
    • Awareness of business needs
    • Results orientated
    • Time Management skills
    • Assertive
    • Ability to motivate others
    • Able to work under own initiative and identify and implement solutions
    • Full valid passport

    Behaviours- Essential:
    • Integrity – plain talking, honest, fair, respectful, deliver promises
    • Can do attitude – make things happen, positive and energetic
    • Team Spirit – one P&O team, co-operative, trust and support each other, draw on strengths
    • Innovative – listen, learn, pioneer, challenge
    • Simplicity – efficient, hassle free, clarity

    If you match all of the essential criteria above, please send your CV and covering letter to either jobs@poferries.com or to Michaela Townsend, Recruitment Administrator, Channel House, Channel View Road, Dover, Kent CT17 9TJ.

    We are an equal opportunities employer.