Live Chat Specialist

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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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.

Duties & 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.

DEGREE TYPE:

High School Diploma

Experience

Minimum 1 year of customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred.

Competencies/Skills

• 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.
• Flexibility to work rotating shifts, including weekends (Saturdays and Sundays), as required by business needs.

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.