Live Chat Specialist

Full Job Description

About Us

Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 32 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has 5 additional ships scheduled for delivery through 2027.

Named by Forbes as “America’s Best Large Employers” in 2021, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector.

“We are proud to be recognized by Forbes as one of the World’s Best Large Employers,” said Frank Del Rio, president, and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We believe people are our most important resource and this prestigious honor demonstrates our ongoing commitment to support, respect and empower our Company’s 34,000 dedicated and passionate team members across the globe.”

By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.

Benefits :

• Free car parking nearby.
• Pension Scheme.
• Private Medical.
• 6 weeks- paid sickness.
• Discounted Cruise Program.
• 25 days paid holiday + 8 Bank Holidays.
• Bus Discounts

JOB DESCRIPTION

This is a highly driven Customer Support role where you will be responsible for providing our Direct Guests and Travel Agent Partners with an exceptional standard of customer service by offering support to guests and trade partners who initiate contact directly with Norwegian Cruise Line through the NCL.com chat feature or Travel Agent Portal. You will also respond to emails covering any questions regarding their bookings, itineraries, travel documents, payment services, booking changes, and other basic inquiries, including processing reservation changes and cancellations.

DUTIES & RESPONSIBILITIES

• You will receive and respond to inbound chats and emails in a timely manner, identifying the Guest or Trade Partners requirements and matching the appropriate services to complete the enquiry
• Accountable for achieving set KPI’s including, AHT, ASA, ACW
• Establish and maintain quality relationships with Direct Guests and Trade Partners by delivering exceptional service, establishing rapport, and identifying and meeting their needs
• Maintain product and brand knowledge along with company process’ and policies to ensure correct advise and direction is given at all times
• Identify and help solve customer issues quickly and effectively
• Research and resolve general and specific reservation and vacation related enquiries. Process reservation requests, including changes, cancellations, payments
• 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
• Perform other job-related functions as assigned, to include supporting other areas of Guest Services Department as appropriate and directed by Team Leader or Manager
• To comply with all relevant legal regulations such as GDPR to ensure customer confidentiality and contact requests are adhered to

QUALIFICATIONS

DEGREE TYPE: Other FIELD(S) OF STUDY: GCSE, A-Level, NVQ

EXPERIENCE

• Experience of working in a fast-paced Customer Service environment
• Previous experience of working within the travel/cruise industry and/or within a Contact Centre environment is desirable
• Experience working in a Live Chat/Web Chat environment

COMPETENCIES/SKILLS

• Knowledge of typical Contact Centre systems, Salesforce, CRM, Avaya, NICE WFM, booking systems
• You will be a confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment
• Strong written skills that lend to clear and concise text-based communication.
• Ability to type 40 WPM while providing accurate data entry.
• Excellent communication skills, interpersonal and the ability to use your own initiative and intuition will be required in the role
• A good level of computer literacy, a high level of attention to detail, plus strong organizational and time management skills, PC literacy in Windows, Outlook, MS Office, MS Teams and other associated applications
• Self-driven, results orientated with a positive dynamic approach
• Strong communication skills across all channels and levels
• Ideal candidate should be fluent in both English and at least one other European or Middle Eastern language (preferably German, Spanish, Portuguese, French, Italian, Hebrew, Arabic)

HOURS OF WORK

This role operates a 12-hour daily rolling schedule, for 7 days a week. Shifts are allocated amongst team members. Our day starts as early as 8am and closes at 8pm with the exceptions of busy seasons.

You will not be expected to work more than 5 days a week, however, we highly prioritize applicants with flexible schedule as this would fit in well into our Rota system.