Web Chat Consultant

At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service, and unique guest experiences aboard each vessel. We’re continually seeking applicants who are passionate about hospitality and committed to being their personal best.

About the role

Responsible for attending to live chats initiated by guests on the Norwegian Cruise Line website. Works to enhance guest experience, create long-lasting customer relationships, build rapport, recommend modifications to products and services to promote customer retention, drive direct sales, and ensure an overall superior customer service experience with Norwegian.

Responsibilities

• Respond to inbound chats in a timely manner.
• Establish and maintain quality relationships with consumers by delivering exceptional service, establishing rapport, and identifying and meeting needs and expectations.
• Use sales skills to build customer base and have the autonomy to make decisions as they relate to daily priorities and assigned tasks.
• Identify and help solve customer issues quickly and effectively.
• Acquire in-depth industry and company knowledge to communicate cruise product features, benefits, and pricing.
• Use knowledge to make recommendations about promotions, itineraries, and auxiliary products such as stateroom upgrades, onboard credits, and other shipboard amenities.
• Assist in maintaining brand consistency and being an example of the missions and values of Norwegian Cruise Line.
• Build strong relationships with customers to achieve sales quotas and broaden the customer base, ensuring customer retention and development of business.
• Perform other job-related functions as assigned.

Requirements

• High school diploma or equivalent; bachelor’s degree in marketing, business administration, or related field of study preferred.
• 6 months of working experience with the Norwegian Cruise Line brand.
• One year of customer service experience.

Skills

• Strong written skills for clear and concise text-based communication.
• Strong working knowledge of Norwegian cruise products, including the current fleet and ship itineraries.
• Working knowledge of Salesforce and Sea Web.

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.