BASIC PURPOSE: A Cruise Specialist is an exciting entry-level position that works to make people's vacation dreams come true. The position serves as the "voice" of Norwegian Cruise Line and is the first point of contact for most guests and travel agents, or "travel partners". The Cruise Specialist works within a telephone call center answering incoming calls to identify the callers' needs and sell the Norwegian products that match their vacation plans. The Cruise Specialist successfully performs these tasks by providing excellent customer service, utilizing their telephone communication skills and entering data into Norwegian's reservation system.
POSITION RESPONSIBILITIES:
- Service and process new and existing individual reservation requests from travel agents and direct guests, resulting in a positive customer experience.
- Escalate all issues and pertinent matters to the appropriate resource to ensure resolution.
- Communicate with specific organizational support departments as necessary.
- Demonstrate effort in maximizing revenue opportunities by offering to confirm space, offering stateroom category upgrades, communicate vacation value, provide ship attributes, offer air and land components, along with all available ancillary products.
- Apply expected behaviors to correct opportunities identified as a result of any quality related observations.
- Adhere to all applicable department attendance, phone adherence and conformance expectations as outlined in new hire training and through Supervisor guidance.
- Perform other job-related functions as assigned.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: High school diploma or equivalent.
EXPERIENCE: 0-2 years call center, sales or related travel industry experience. Working knowledge of reservation system within a call center environment preferred, but not required.
KNOWLEDGE & SKILLS:
- Ability and desire to take initiative in providing a positive and fun atmosphere for customers with a strong focus on the overall customer experience with each and every interaction.
- Ability and willingness to follow up with each and every customer as needed in the most efficient manner as possible with correct and accurate information.
- Possess a genuine desire to want to help and assist others.
- Ability to quickly learn and maintain basic understanding of applicable policies and procedures in order to reserve new and service existing reservations within Norwegian's reservation system.
- Exhibit positive, pleasant and courteous behavior within the Quality Program expectations, while engaging internal and external customers.
- Understand the need to remain focused during every customer engagement to heighten the level of overall accuracy and customer satisfaction.
- Understands basic need to secure reservations by requesting to reserve a new booking on all rate quotes. In addition, maximize revenue opportunities by offering additional products, such as ancillary items, on all reservations.
- Ability to utilize verbal and written communication skills to communicate with internal customers. This includes sending and responding to internal e-mail via Microsoft Outlook.
- Ability and willingness to adhere to a strict attendance/work schedule policy, including break/lunch adherence, attendance and punctuality.
- Within reasonable accommodation, ability to view and read PC monitor, training and reference material, as well as operate keyboard and PC mouse.
To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.
