Live Chat Specialist

Norwegian Cruise Line Holdings Ltd. • Sunrise, FL

1d

About The Position

Serve as the primary chat contact for prospective and existing guests, as well as travel advisors, via the Regent Seven Seas Cruises website. Provide prompt, knowledgeable support on reservations, payments, itineraries, promotions, and policies, while ensuring a consistently exceptional service experience. Handle daily chat interactions with a focus on quality assurance, cruise sales, response times, and schedule adherence. Collaborate regularly with internal teams and engage with external customers to resolve reservation-related issues and promote the Regent experience through professional, service-focused communication.

Requirements

• High School Diploma
• Minimum 1 year of customer service experience.
• Excellent written communication skills with the ability to deliver clear, concise, and professional responses through text-based platforms.
• Strong working knowledge of Regent Seven Seas Cruises products, including fleet details, itineraries, and service offerings.
• Proficiency in using Salesforce and the NVS Reservations system.
• Exceptional customer service skills with the ability to resolve inquiries, troubleshoot issues, and make sound decisions.
• Proven sales skills with the ability to identify and capitalize on upsell opportunities during guest and advisor interactions.
• Ability to multitask effectively, managing simultaneous chat and phone communications when needed.
• Comfortable navigating and operating multiple computer systems and applications concurrently.

Nice To Haves

• Cruise/Travel experience preferred.
• Live/Web Chat experience preferred.

Responsibilities

• Promptly respond to inbound web chats from guests and travel advisors, identifying and resolving inquiries with professionalism and timely follow-up.
• Build strong relationships by delivering exceptional service that enhances the guest experience.
• Manage multiple chats and inbound calls simultaneously, maintaining accuracy and attention to detail.
• Research and resolve booking-related issues, including changes, cancellations, payments, and website support.
• Maximize sales opportunities during chats by promoting the Regent Seven Seas Cruises experience, suite upgrades, excursions, hotel packages, and onboard enhancements.
• Accurately document all leads in Salesforce for effective follow-up and tracking.
• Stay current on promotions, policies, procedures, and product updates through meetings, training sessions, and internal communications.
• Use company tools and resources—such as the reservation system, website, and training materials—to provide up-to-date, accurate information.
• Support inbound sales and service calls as directed by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED