Web Chat Consultant

Norwegian Cruise Line Holdings Ltd. • Remote-Florida, FL

1d • Remote

About The Position

Responsible for attending to live chats initiated by the guest on the Norwegian Cruise Line website. Works to enhance guest experience, as well as create long-lasting customer relationships, by building rapport, recommending modifications to products and services which promotes customer retention, driving direct sales and ensuring an overall superior customer service experience with Norwegian.

Requirements

• Strong written skills that lend to clear and concise text-based communication
• Must maintain strong working knowledge of Norwegian cruise products, including the current fleet and ship itineraries
• Working knowledge of Salesforce and Sea Web
• 6 months of working experience with the Norwegian Cruise Line brand.
• One year of customer service experience.

Nice To Haves

• bachelor's degree in marketing, business administration or related field of study preferred

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 missions and value of Norwegian Cruise Line.
• Build strong relationships with customers, critical to achieving sales quotas and broadening customer base, all to ensure customer retention and development of business.
• Perform other job-related functions as assigned.

What This Job Offers

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