Live Chat Specialist in Guildford

As the innovator in global cruise travel, Norwegian Cruise Line has been breaking the boundaries of traditional cruising for nearly 60 years. 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. 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.