JOB SUMMARY: Provide customer support to guests who initiate contact directly with Norwegian Cruise Line through the NCL.com chat feature and have questions regarding their bookings, itineraries, travel documents, payment services, booking changes, and other basic inquiries. Process reservation orders, changes and cancellations. The Travel Agent is responsible for providing 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. DUTIES & RESPONSIBILITIES: Respond to inbound chats in a timely manner. Establish and maintain quality relationships with consumers and travel partners across the globe 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. 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. 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. CERTIFICATIONS/LICENSES/EDUCATION High school diploma or equivalent. English Advanced required. Spanish Advanced preferred. To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.
