Case Management Associate

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 prominent global cruise operator, managing the Norwegian Cruise Line, Oceania Cruises, and Regent Seven Seas Cruises brands. With a diverse fleet of 28 vessels accommodating nearly 60,000 guests, these brands provide itineraries to over 490 destinations around the globe. The Company has nine additional ships planned for delivery through 2027.

Recognized by Forbes as "America's Best Large Employers" in 2021, Norwegian's dedicated team members have consistently delivered an exceptional vacation experience to guests. Ranking 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 chief executive officer of Norwegian Cruise Line Holdings Ltd. "We consider our people to be our most valuable asset, and this esteemed recognition reflects our commitment to support, respect, and empower our 34,000 devoted team members worldwide." By joining NCLH, you and your family can benefit from our competitive packages designed to promote health and personal as well as professional growth.

WORKING HOURS

The standard working hours follow a shift pattern between 8:00 AM and 6:00 PM from Monday to Friday, with occasional weekend shifts from 9:00 AM to 5:00 PM, averaging two weekends per month. The role requires a minimum of 37.5 hours of work each week, with shift times subject to change.

BASIC PURPOSE

Investigate both external and internal case submissions, manage inbound inquiries via phone and email, and occasionally make outbound calls to travel agents, partners, and guests in a timely manner. Provide support to all departments as needed, primarily concerning reservation processes. Address escalated issues beyond routine service levels, including those from VIP clients, and manage inquiries related to Revenue Management.

POSITION RESPONSIBILITIES:

  • Deliver prompt and courteous assistance to Contact Centre & Outbound Agents, travel partners, direct consumers, and other internal departments. 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 matters from Internal Agents and other departments as necessary. Analyze issues 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 needs, as well as promotion eligibility.
  • Facilitate Inventory Management by managing Forced Displacements, Upgrades, and Downgrades through communication with guests and travel partners, adjusting bookings as required.
  • Generate daily and weekly reports to ensure compliance with all booking requirements and procedures.
  • Ultimately responsible for case resolution, handling escalations as needed, representing senior management, negotiating solutions, and working to provide customers with positive outcomes, including price adjustments, charge waivers, or compensation such as amenities and credits.
  • 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.
  • Maintain an understanding of other departments' policies and procedures to make informed decisions and deliver effective problem resolution.
  • Offer timely 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.
  • Manage all inquiries within specified SLAs and KPIs.
  • Perform other job-related functions as assigned.

NATURE AND SCOPE:

The Help Desk handles approximately 140 calls and 100 emails daily. These inquiries come 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 that require daily judgment calls.

KNOWLEDGE & 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. Basic knowledge of Microsoft Office, including Excel, is required. Experience with SalesForce is preferred. Ability to maintain control of calls while demonstrating a professional attitude and demeanor.
  • Attention to detail and effective follow-up skills are essential. Ability to deliver the level of customer service necessary for an exceptional customer experience. Strong negotiation and communication skills are required for customer retention. Maintain a positive, pleasant, and courteous demeanor while engaging with both internal and external customers. Ability to remain focused in challenging situations, utilizing de-escalation skills as needed. Promote teamwork, integrity, and respect to foster a trusting work environment. Within reasonable accommodation, ability to remain seated for extended periods, 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 hear back from us within 4 working weeks of sending us your application, it means that on this occasion you have been unsuccessful.**

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