Client Support Specialist

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Norwegian Cruise Line Holdings Ltd. Full time

ABOUT OUR COMPANY

Norwegian Cruise Line Holdings Ltd is a prominent global cruise operator, managing the Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises brands. Our diverse fleet consists of 28 vessels, accommodating nearly 60,000 guests, and we offer itineraries to over 490 destinations worldwide. We have additional ships scheduled for delivery in the coming years.

Recognized by Forbes as one of "America's Best Large Employers" in 2021, our dedicated team members are committed to providing guests with an exceptional vacation experience. We rank among the top 75 companies in the overall Large Employer category and are a leader in the Travel & Leisure sector.

"We take pride in being acknowledged by Forbes as one of the World's Best Large Employers," stated Frank Del Rio, president and CEO of Norwegian Cruise Line Holdings Ltd. "Our people are our greatest asset, and this esteemed recognition reflects our commitment to support, respect, and empower our 34,000 passionate team members globally." By joining NCLH, you will have access to competitive benefits that promote health and well-being for you and your family.

WORKING HOURS

The standard working hours follow a shift pattern between 8:00 AM and 6:00 PM from Monday to Friday, with occasional shifts on Saturdays and Sundays, averaging two per month. The role requires a minimum of 37.5 hours of work each week, with shift times subject to change.

PRIMARY OBJECTIVE

To investigate both external and internal case submissions, managing inbound inquiries via phone and email, while occasionally reaching out to travel agents, partners, and guests. This role supports various departments primarily with reservation processes, addressing escalated issues beyond routine service levels, and handling inquiries from VIP clients.

KEY RESPONSIBILITIES:

  • Deliver prompt and courteous assistance to Contact Centre & Outbound Agents, travel partners, direct consumers, and other internal teams. Ensure accurate and up-to-date information regarding products, promotions, procedures, and policies for all reservation types.
  • Investigate and resolve issues by taking ownership of escalated matters from Internal Agents and other departments as necessary. Analyze problems efficiently using knowledge of company guidelines and the commercial value of our Travel Partners and Latitude Guests.
  • Maintain a comprehensive understanding of all Revenue Management responsibilities, including inventory management for specific capacities and medical needs, as well as promotion eligibility.
  • Facilitate Inventory Management through Forced Displacements, Upgrades, and Downgrades by communicating with guests and travel partners to adjust bookings as needed.
  • Prepare daily and weekly reports to ensure compliance with booking requirements and procedures.
  • Ultimately responsible for case resolution, managing escalations as required, representing senior management, negotiating solutions, and providing customers with positive outcomes, including price adjustments, charge waivers, or compensation such as amenities or credits as necessary.
  • Assist Business Development Managers promptly to support commercial operations and our travel partners.
  • Provide regular feedback to the leadership team and identify trends and opportunities for improvement.
  • Stay informed about other departments' operating policies and procedures to make informed decisions and deliver effective problem resolution.
  • Offer immediate assistance and information to shipside personnel for problem-solving, including inquiries about amenities, no-shows, and missed departures, liaising directly with our ships, guests, and port agents.
  • Handle all inquiries within specified service level agreements and key performance indicators.
  • Perform other job-related functions as assigned.

WORK ENVIRONMENT:

The Help Desk handles approximately 140 calls and 100 emails daily from our global Contact Centres. These inquiries come from various locations, including multiple countries, in addition to calls from travel partners and internal departments. A higher security profile is required to address escalated issues at this level, including Revenue Management and Business Development matters that necessitate daily judgment calls.

QUALIFICATIONS & SKILLS:

  • At least 2 years of reservation experience with comprehensive knowledge of company products. Experience in managing escalated issues is preferred.
  • Ability to quickly learn new procedures; ideal candidates will be proficient in relevant systems. Familiarity with applicable company policies and procedures regarding individual and group reservations is essential. Basic knowledge of Microsoft Office, including Excel, is required. Experience with SalesForce is advantageous. Maintain professionalism and control during calls.
  • Strong attention to detail and effective follow-up skills are necessary. Ability to deliver exceptional customer service to enhance the customer experience. Strong negotiation and communication skills are essential for customer retention. Maintain a positive and courteous demeanor while engaging with both internal and external customers. Ability to remain focused in challenging situations, utilizing conflict resolution skills to prevent escalation. Promote teamwork, integrity, and respect to foster a trusting work environment.
  • Proficiency in a second language is a plus (German, Spanish, Italian, French, Portuguese).

**If you do not receive a response within four working weeks of your application, it indicates that you have not been selected for this occasion.**

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