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 and we’re continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

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Job Summary

• 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..

• 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..

• 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..

• 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

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 destination each year.

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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.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.