Handle inbound calls and support service requests from direct customers.
Deliver superior customer service while identifying, meeting and exceed customer expectations.
Acquire and maintain in depth industry and Norwegian Cruise Line knowledge in order to articulate cruise product features, benefits, pricing and make recommendations to include promotions, itineraries, and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities.
Research and resolve general and specific reservation and vacation related inquiries.
Process reservation orders requested directly by guests including new reservations, changes, cancellations and accepting payments.
Gather critical guest information, including name, phone number, and e-mail address, and enter data into the lead generation system. Gather guest information from every inbound call depending on booking status.
Attend and actively participate in team meetings training in order to ensure use of appropriate policies and procedures and accurate information communicated.
Perform other job related functions as assigned.
EDUCATION: High School Diploma or equivalent.
EXPERIENCE: Minimum 1-year customer service experience. Call center environment preferred.
KNOWLEDGE & SKILLS: Interpersonal skills to work effectively in a team-based environment. Knowledge of or the ability to learn company product and destinations, full suite of amenities and promotions. Good written and verbal communication skills. Customer service skills to assist with questions, problem solving, negotiations and selling whenever necessary. Multitasking abilities to provide service via phone and create notes in system and research information at the same time. Basic-level working knowledge of Microsoft Office Suite including Outlook, Word and Excel.
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