Customer Resolution Agent

3 weeks ago

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

ABOUT US

Norwegian Cruise Line Holdings Ltd is a premier global cruise operator managing renowned brands such as Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises. Our expansive fleet comprises 28 vessels with nearly 60,000 accommodations, offering journeys to over 490 destinations around the globe. The company anticipates the addition of nine more ships by 2027.

Recognized by Forbes as "America's Best Large Employers" in 2021, our dedicated team members consistently deliver an exceptional vacation experience for our guests. We are proud to rank among the top 75 companies in the overall Large Employer category and within the top 10 in the Travel & Leisure sector.

Frank Del Rio, our president and CEO, stated, "We are honored to be acknowledged by Forbes as one of the World's Best Large Employers. Our people are our greatest asset, and this recognition reflects our commitment to support, respect, and empower our 34,000 passionate team members worldwide." Joining NCLH means benefiting from competitive packages that promote health and well-being for you and your family.

WORKING HOURS

This position operates on a shift schedule between 8:00 AM and 6:00 PM, Monday to Friday, with occasional weekend shifts averaging two per month. The role requires a minimum of 37.5 hours of work each week, with shift times subject to modification.

BASIC PURPOSE

The primary responsibility involves researching both external and internal case submissions, managing inbound inquiries via phone and email, and occasionally making outbound calls to travel agents, partners, and guests. This role supports various departments, particularly with reservation processes, and addresses escalated issues beyond standard service levels, including those from VIP clients.

POSITION 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 on products, promotions, procedures, and policies for all reservation types.
  • Investigate and resolve issues by taking ownership of escalated cases 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 requirements, as well as promotion eligibility.
  • Facilitate inventory management by coordinating forced displacements, upgrades, and downgrades through communication with guests and travel partners to adjust bookings accordingly.
  • Generate daily and weekly reports to ensure compliance with booking requirements and procedures.
  • Ultimately accountable for case resolution, handling escalations as needed, representing senior management, negotiating solutions, and working towards positive customer outcomes, including price adjustments, charge waivers, or compensation such as amenities and cruise credits.
  • Provide timely assistance to Business Development Managers to support commercial operations and our travel partners.
  • Offer regular feedback to the leadership team and identify trends and opportunities for improvement.
  • Maintain current knowledge of other departments' operating policies and procedures to make informed decisions and deliver effective problem resolution.
  • Assist shipside personnel with problem-solving, including inquiries about amenities, no-shows, and missed departures, liaising directly with ships, guests, and port agents.
  • Ensure all inquiries are handled within specified SLAs and KPIs.
  • Perform additional job-related functions as assigned.

NATURE AND SCOPE:

The Help Desk handles approximately 140 calls and 100 emails daily from our global Contact Centres, including locations in various countries, as well as inquiries from travel partners and internal departments. A higher security profile in Freestyle Connect is necessary to address escalated issues at this level, including Revenue Management and Business Development matters that require daily judgment calls.

KNOWLEDGE & SKILLS:

  • A minimum of 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 Freestyle Connect and Seaweb. Familiarity with applicable company policies and procedures regarding individual and group reservations is essential for reserving and servicing new and existing bookings. Basic knowledge of Microsoft Office, including Excel, is required. Experience with SalesForce is a plus. Maintain professionalism and control during calls.
  • Attention to detail and effective follow-up skills are necessary. Delivering exceptional customer service is crucial for customer retention. Strong negotiation and communication skills are required to maintain positive interactions with both internal and external customers. Ability to remain composed in challenging situations and utilize de-escalation techniques effectively. Promote teamwork, integrity, and respect to foster a trusting work environment. Within reasonable accommodation, ability to remain seated for extended periods as determined by the scheduled shift.
  • Proficiency in a second language such as German, Spanish, Italian, French, or Portuguese is advantageous.

**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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