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German Speaking Customer Support Specialist
2 months ago
Norwegian Cruise Line Holdings Ltd is a leading global cruise company that operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 29 ships and nearly 60,000 berths, these brands offer itineraries to over 490 destinations worldwide.
Our Commitment to ExcellenceWe are proud to be recognized by Forbes as one of the World's Best Large Employers. Our team members are our most important resource, and we are committed to supporting, respecting, and empowering them to deliver exceptional service to our guests.
Benefits- Free car parking nearby
- Pension Scheme
- Private Medical
- Development Opportunities, partnered with Dale Carnegie
- Appreciation Bonus
- 6 weeks - paid sickness
- Discounted Cruise Programme
- 25 days paid holiday + 8 Bank Holidays
- Bus Discounts
This role can be based in our office in Southampton or fully remote working from home anywhere in the UK. We are only accepting German speaking candidates for this position.
Job PurposeProvide customer support to guests who initiate contact directly with Norwegian Cruise Line through the NCL.com chat feature or Travel Agent Portal and email, answering questions regarding their bookings, itineraries, travel documents, payment services, booking changes, and other basic inquiries.
Key Responsibilities- Respond to inbound chats/emails in a timely manner, establishing and maintaining quality relationships with consumers and travel partners 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, processing 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 to ensure use of appropriate policies and procedures and accurate information is communicated.
- Perform other job-related functions as assigned.
- Minimum 2-years customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred.
- 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.
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.
