Job description

BASIC PURPOSE: Provide customer support to direct guests who initiate contact us through the NCL.com chat feature, and travel partners who contact us through the Norwegian Central chat feature, and have questions regarding their accounts, reservations, promotions, itineraries, travel documents, payment services, and other inquiries. Process reservation orders, changes and cancelations.

POSITION DUTIES AND RESPONSIBILITIES:

Respond to inbound web chats 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 guest and travel partner issues quickly and effectively.

Research and resolve general and specific reservation and vacation related inquiries. Process reservation orders requested by the guest or travel partner including changes, cancelations, payments and more.

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.

KNOWLEDGE AND EXPERIENCE:

EDUCATION: High school diploma or equivalent.

EXPERIENCE: Minimum 1 year of customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred.

KNOWLEDGE & SKILLS: Strong written communication skills that lend to clear and concise text-based communication. Must maintain strong working knowledge of Norwegian Cruise Line products, including the current fleet, itineraries, promotions and more. Working knowledge of Salesforce, SeaWeb, NCL.com and Norwegian Central. Customer service skills to assist with questions, problem solving, negotiations and selling whenever necessary. Multitasking abilities to provide service via chat platform (up to 3 chats at one time) and create notes in system and research information at the same time. Ability to type 40 WPM while providing accurate data entry.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Education:

• High school or equivalent (Required)

Work Location: Remote

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