Cruise Specialist

Prestige Cruise Services LLC; Miami (FL); Sur place; USD 36 000 - 48 000; Plein temps

Résumé du poste

Norwegian Cruise Line Holdings Ltd. is seeking an energetic call center representative to assist guests and travel partners with cruise reservations, product information, and promotions.

You will work in a customer-focused role, utilizing a consultative and sales-driven approach to maximize guest satisfaction and revenue. Experience in call centers or travel-related services is preferred; strong communication and computer skills are essential.

Qualifications

• High school diploma or equivalent required.
• 0–2 years call center or travel-industry experience preferred.
• Strong customer service mindset and sales aptitude.

Responsabilités

• Handle telephone inquiries from Oceania Cruises guests and partners.
• Provide superior customer service and product knowledge.
• Utilize sales techniques to increase revenue and satisfaction.
• Offer consultative support to travel partners and guests via phone or email.
• Support other departments to reach service and revenue goals.
• Follow up on leads and close potential sales opportunities.
• Participate in training sessions to improve knowledge and performance.

Connaissances

Customer service

Sales skills

Communication

Phone etiquette

Teamwork

Formation

High school diploma or equivalent

Outils

Microsoft Office

CRM software

Description du poste

GROW YOUR CAREER WITH US

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

JOB SUMMARY

Assist travel partners and direct guests with all aspects related to individual and group cruise reservations; including sharing product information, reserving cruises, and advising of sales promotions, while meeting Oceania Cruises service delivery expectations..

POSITION RESPONSIBILITIES

• Efficiently handle telephone inquiries from Oceania Cruises guests, including travel partners and direct guests.
• Provide superior customer service and product knowledge to all Oceania Cruises guests.
• Effectively employ sales techniques, customer service, and product knowledge expertise as a means to increase sales revenue and provide complete customer satisfaction.
• Provide consistent consultative telephone support to travel partners and direct guests in a positive, knowledgeable, and professional manner.
• Assist and support other departments and fellow team members in reaching Oceania Cruises service, productivity, quality, and revenue goals.
• Follow-up on available leads and ultimately close all potential sales opportunities.
• Help with projects as requested by the Call Center management team.
• Participate in organized and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance.
• Perform other job related functions as assigned..

EDUCATION

High school diploma or equivalent

EXPERIENCE

0-2 years call center or related travel industry experience. Working knowledge of reservation system within a call center environment preferred..

KNOWLEDGE & SKILLS

• Practical understanding of applicable cruise product, policies and procedures, in order to reserve new and service existing reservations
• Strong computer skills, including use of all Microsoft Office products
• Exhibit positive pleasant and courteous behavior, as expected within the Quality assurance practices while engaging internal and external customers
• Interpersonal skills to engage all levels within the organization and external customers
• This is to be carried out in person, over the phone or via Microsoft email or instant messaging
• Ability to deliver the level of customer service required to achieve a positive customer experience
• Ability to remain focused during every customer engagement to heighten the level of overall accuracy and customer satisfaction
• Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes
• Maximize revenue opportunities by offering additional products
• Ability to utilize verbal and written communication skills to communicate with internal and external customers
• This includes sending and responding to email via Microsoft Outlook
• Within reasonable accommodation, ability to view and read PC monitor, training and reference material, as well as operate keyboard and PC mouse
• Within reasonable accommodation, ability to remain seated for extended period of time, to be determined by length of scheduled shift
• Flexible with working any schedule, including late shifts and weekends

ABOUT NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

LEARN MORE ABOUT OUR COMPANY

• At a Glance
• Brand Overview
• Norwegian Cruise Line
• Oceania Cruises
• Regent Seven Seas Cruises
• New Releases

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding's policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.