Service Resolution Coordinator

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. With a fleet comprising 28 vessels and nearly 60,000 accommodations, our brands provide itineraries 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, Norwegian's dedicated team members deliver an exceptional vacation experience to our guests. We rank among the top 75 companies in the overall Large Employer category and within the top 10 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 devoted team members worldwide." Joining NCLH means benefiting from competitive packages 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 shifts from 9:00 AM to 5:00 PM on weekends, averaging two shifts per month. The role requires a minimum of 37.5 hours of work each week, with shift times subject to change.

PRIMARY OBJECTIVE

Investigate both external and internal case submissions, manage inbound inquiries via phone and email, and occasionally conduct outbound calls to travel agents, partners, and guests promptly. Provide support to all departments as needed, primarily focusing on reservation processes. Address escalated service issues beyond standard service levels, including those from VIP clients. Handle inquiries related to Revenue Management.

KEY RESPONSIBILITIES:

  • Deliver timely 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 current understanding of all Revenue Management responsibilities, including inventory management for specific capacities and medical requirements, as well as promotion eligibility.
  • Facilitate inventory management through forced displacements, upgrades, and downgrades by communicating with guests and travel partners to adjust bookings accordingly.
  • Execute daily and weekly reports to ensure compliance with booking requirements and procedures.
  • Ultimately responsible for case resolution, handling escalations as needed, representing senior management, negotiating solutions, and providing customers with positive outcomes, including price adjustments, charge waivers, or compensation such as amenities and onboard credits.
  • Assist Business Development Managers promptly to support commercial objectives and our travel partners.
  • Provide regular feedback to the leadership team and identify trends and opportunities for improvement.
  • Maintain a thorough understanding of operating policies and procedures across departments to make informed decisions and deliver effective problem resolution.
  • Offer prompt assistance and information to shipside personnel for 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 service level agreements (SLAs) and key performance indicators (KPIs).
  • Perform other job-related functions as assigned.

WORK ENVIRONMENT:

The Help Desk manages approximately 140 calls and 100 emails daily. These inquiries originate from our global Contact Centres, in addition to calls from travel partners and other 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 requiring daily judgment calls.

QUALIFICATIONS & SKILLS:

  • A minimum of 2 years of reservation experience with comprehensive knowledge of company products. Experience in handling escalated issues is preferred.
  • Ability to quickly learn new procedures; the ideal candidate 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 preferred. Maintain professionalism and control during calls.
  • Attention to detail and effective follow-up skills are essential. The ability to deliver exceptional customer service is crucial for achieving customer satisfaction. Strong negotiation and communication skills are necessary for customer retention. Maintain a positive and courteous demeanor while engaging with both internal and external customers. Stay focused in challenging situations and utilize de-escalation skills effectively. Foster teamwork, integrity, and respect to create a trusting work environment. Ability to remain seated for extended periods, as determined by the length of the scheduled shift.
  • Proficiency in a second language is an advantage (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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