Cruise Specialist

Position Responsibilities

• Efficiently handle telephone inquiries from Oceania Cruises guests, including travel partners and direct guests.
• Provide superior customer service and product knowledge to all Oceania Cruises guests.
• Effectively employ sales techniques, customer service, and product knowledge expertise as a means to increase sales revenue and provide complete customer satisfaction.
• Provide consistent consultative telephone support to travel partners and direct guests in a positive, knowledgeable, and professional manner.
• Aid and support other departments and fellow team members in reaching Oceania Cruises service, productivity, quality, and revenue goals.
• Follow-up on available leads and ultimately close all potential sales opportunities.
• Help with projects as requested by the Call Center management team.
• Participate in organized and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance.

Education and Experience

• High school diploma or equivalent.
• 0-2 years call center or related travel industry experience.
• Working knowledge of reservation system within a call center environment preferred.

Knowledge & Skills

• Practical understanding of applicable cruise product, policies and procedures, in order to reserve new and service existing reservations.
• Strong computer skills, including use of all Microsoft Office products.
• Exhibit positive pleasant and courteous behavior, as expected within the Quality assurance practices while engaging internal and external customers.
• Interpersonal skills to engage all levels within the organization and external customers.
• Ability to deliver the level of customer service required to achieve a positive customer experience.
• Ability to remain focused during every customer engagement to heighten the level of overall accuracy and customer satisfaction.
• Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes.
• Maximize revenue opportunities by offering additional products.
• Ability to utilize verbal and written communication skills to communicate with internal and external customers, including sending and responding to email via Microsoft Outlook.

About NCLH

Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destinations each year.

Learn More About Our Company At a Glance

Brand Overview Norwegian Cruise Line Oceania Cruises Regent Seven Seas Cruises New Releases

EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.