At a Glance
- Tasks: Provide top-notch customer support via live chat and email for cruise bookings.
- Company: Join Norwegian Cruise Line, a leader in innovative cruise travel.
- Benefits: Enjoy a competitive salary, remote work, and generous holiday allowance.
- Other info: Remote role with opportunities for professional development and growth.
- Why this job: Be part of a dynamic team enhancing guest experiences at sea.
- Qualifications: 2 years of customer service experience; cruise/travel background preferred.
The predicted salary is between 30000 - 42000 £ per year.
ABOUT US
As the innovator in global cruise travel, Norwegian Cruise Line has been breaking the boundaries of traditional cruising for nearly 60 years. Most notably, the cruise line revolutionized the industry by offering guests the opportunity to design their ideal holiday on their preferred schedule with no assigned dining and entertainment times and no formal dress codes. Today, the company invites guests to 'Experience More at Sea' by providing them with more to see, more to do, more to enjoy, and more value on their holiday. Its fleet of 21 contemporary ships sail to over 400 of the world's most desirable destinations, including Great Stirrup Cay, the company's private island in the Bahamas and its resort destination Harvest Caye in Belize.
Norwegian Cruise Line not only provides superior guest service from land to sea but also offers a wide variety of award-winning entertainment and dining options as well as a range of accommodations across the fleet, including solo-traveller staterooms, club balcony suites and The Haven by Norwegian®, the company's ship-within-a-ship concept.
BENEFITS
- Pension Scheme
- Private Medical
- Development Opportunities, partnered with Dale Carnegie
- Sales Incentive Plan
- 6 weeks - paid sickness
- Discounted Cruise Programme
- 25 days paid holiday + 8 Bank Holidays
ROLE LOCATION & LANGUAGE NEED
This is a remote role based in the UK. Please note, candidates applying for this role must be fluent in both written and spoken English.
BASIC PURPOSE
Provide customer support to guests who initiate contact directly with Norwegian Cruise Line through the NCL.com chat feature or Travel Agent Portal and email and have questions regarding their bookings, itineraries, travel documents, payment services, booking changes, and other basic inquiries. Process reservation orders, changes and cancellations.
POSITION RESPONSIBILITIES
- Respond to inbound chats/emails in a timely manner.
- Establish and maintain quality relationships with consumers and travel partners by delivering exceptional service, establishing rapport, and identifying and meeting needs and expectations.
- Use customer service skills to build customer base and have the autonomy to make decisions as they relate to daily priorities and assigned tasks.
- Identify and help solve customer issues quickly and effectively.
- Research and resolve general and specific reservation and vacation related enquiries.
- Process reservation orders requested by the guest including changes, cancellations, payments and more.
- Use knowledge to make recommendations about promotions, itineraries and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities.
- Attend and actively participate in team meetings in order to ensure use of appropriate policies and procedures and accurate information is communicated.
- Perform other job-related functions as assigned.
- Provide quality customer service with prospective and existing Latitude guests.
- Must be able to effectively and efficiently handle all customer enquiries, from guests providing exceptional customer service to all guests and Travel Partners.
- Regular communication is expected with team members from various departments and guests, in order to answer enquiries and resolve reservation related issues.
- Position handles approximately 40 chats/emails per day. Goals are established on a daily, weekly and monthly basis.
EXPERIENCE
Minimum 2-years customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred.
COMPETENCIES / SKILLS
- Strong written skills that lend to clear and concise text-based communication.
- Must maintain strong working knowledge of Norwegian Cruise Line products, including the current fleet and itineraries.
- Working knowledge of Salesforce and SeaWeb.
- English a pre-requisite, second language – German, Spanish, Italian and French considered desirable.
- Customer service skills to assist with questions, problem solving, negotiations and selling whenever necessary.
- Multitasking abilities to provide service via chat platform and create notes in system and research information at the same time.
- Ability to type 40 WPM while providing accurate data entry.
If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful.
Live Chat Specialist in Colchester employer: Norwegian Cruise Line Holdings Ltd.
Norwegian Cruise Line is an exceptional employer that prioritises employee well-being and growth, offering a comprehensive benefits package including a pension scheme, private medical insurance, and development opportunities in partnership with Dale Carnegie. With a vibrant work culture that encourages autonomy and teamwork, employees can thrive in a supportive environment while enjoying unique perks such as a discounted cruise programme and generous holiday allowances. This remote role based in the UK allows for flexibility and the chance to be part of a pioneering company in the cruise industry, dedicated to delivering outstanding customer service and creating memorable experiences for guests.
Contact Details:
Norwegian Cruise Line Holdings Ltd. Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Live Chat Specialist in Colchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Norwegian Cruise Line Holdings Ltd.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Norwegian Cruise Line Holdings Ltd. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Live Chat Specialist in Colchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Norwegian Cruise Line Holdings Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Norwegian Cruise Line Holdings Ltd. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Norwegian Cruise Line Holdings Ltd.!
How to prepare for a job interview at Norwegian Cruise Line Holdings Ltd.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
