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German Speaking Cruise Specialist
2 months ago
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 29 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has eight 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 (If office based)
- Pension Scheme
- Private Medical
- Development Opportunities - Partnered with Dale Carnegie
- Contact Centre Plan Bonus
- 6 weeks - paid sickness
- Discounted Cruise Programme
- 25 days paid holiday + 8 Bank Holidays
- Local bus discounts (If office based)
ROLE LOCATION & LANGUAGE NEED
For this role we will only be accepting candidates that can speak and write in English and German.
This role can be fully remote working from home anywhere in the UK or based in our office in Southampton on a 3:2 basis with Mondays and Fridays working from home.
BASIC PURPOSE
This is a highly driven Sales and Customer Support role where you will be responsible for providing our Direct Guests and Travel Agent Partners with an exceptional standard of customer service, proactively securing bookings and maximising on all sales opportunities. You will service calls globally as part of the Follow the Sun initiative.
POSITION RESPONSIBILITIES
- You will receive and respond to inbound calls and emails, identifying customer requirements and matching the appropriate cruise with additional services.
- You will secure sales through service, whilst meeting and exceeding targets set by your Team Leader around sales conversion, bookings and revenue generation.
- Accountable for achieving set KPI’s around call handling, AHT, ASA, AUX code usage.
- You will build and maintain relationships with all Trade Partners and Direct Guests.
- Action fare quotations and bookings in accordance with company policies, using selling techniques to close the sale within the call.
- Maintain product and brand knowledge to aid the close of a sale and any guest queries.
- Responsible for securing and processing credit/debit card payment ensuring confidentiality and accuracy of all payment transactions.
- Build rapport and be proactive within the call to prevent any need for a second call to the company.
- Identify market and sales trends and feeding back to your Team Leader suggesting new initiatives to secure more sales.
- Establish and maintain a good working relationship with other team members, guiding, advising and helping others where appropriate enhance service levels.
- Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand.
- To complete any necessary administration duties accurately and timely.
- To maintain departmental standards of dress code, office tidiness, time keeping and attendance, whether working in the office or remotely in a home office.
- To comply with all relevant legal regulations to ensure customer confidentiality and contact requests are adhered to.
EXPERIENCE
- Experience of working in a Sales and Customer Service environment
- Previous experience of working within the travel/cruise industry or within a Contact Centre environment is desirable
COMPETENCIES / SKILLS
- Knowledge of typical Contact Centre systems, CRM, Avaya, WFM, booking systems
- You will be a confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment
- Excellent communication skills, interpersonal and negotiating ability 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 organisational and time management skills, PC literacy in Windows, Outlook, MS Office and other associated applications
*If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion you have been unsuccessful**
