Bookings and Customer Service Agent

About the role

DFDS is looking for a proactive Bookings and Customer Service Agent to support both freight and tourist passenger markets. You will be the first point of contact for customers, handling reservations, enquiries and walk‑in visitors while ensuring a smooth and professional experience.

Key responsibilities

• Manage freight and passenger reservations, amendments and cancellations via phone, email and face‑to‑face.
• Operate the front desk of the travel centre, welcoming customers and handling walk‑in enquiries.
• Provide accurate information on schedules, availability, fares and services to assist customer decisions and drive sales.
• Process ticket sales and payments securely, recording all transactions in company systems.
• Resolve customer queries, complaints and service issues promptly, escalating when necessary.
• Maintain clear communication with operational teams to ensure smooth booking fulfilment.

Required profile

• Confident, customer‑focused professional with strong PC literacy and fast, accurate keyboard skills.
• Clear speaking voice and professional telephone manner for phone, email and face‑to‑face interactions.
• Detail‑oriented, highly organised and able to work under pressure in a fast‑paced environment.
• Team player who can also work independently and adapt to variable shift patterns, including evenings and weekends.

Required skills

What we offer

• Opportunity to join a diverse, inclusive team within a leading European transport operator.
• Flexible shift patterns and a supportive work environment.
• Potential for career development and growth within DFDS.