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JOB SUMMARY:
- Assist travel partners and direct guests with all aspects related to individual and group cruise reservations; including sharing product information, reserving cruises, and advising of sales promotions, while meeting Oceania Cruises service delivery expectations..
POSITION RESPONSIBILITIES:
- Efficiently handle telephone inquiries from Oceania Cruises guests, including travel partners and direct guests.
- Provide superior customer service and product knowledge to all Oceania Cruises guests.
- Effectively employ sales techniques, customer service, and product knowledge expertise as a means to increase sales revenue and provide complete customer satisfaction.
- Provide consistent consultative telephone support to travel partners and direct guests in a positive, knowledgeable, and professional manner.
- Assist and support other departments and fellow team members in reaching Oceania Cruises service, productivity, quality, and revenue goals.
- Follow-up on available leads and ultimately close all potential sales opportunities.
- Help with projects as requested by the Call Center management team.
- Participate in organized and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance.
- Perform other job related functions as assigned..
EDUCATION:
- High school diploma or equivalent
EXPERIENCE:
- 0-2 years call center or related travel industry experience.
- Working knowledge of reservation system within a call center environment preferred..
KNOWLEDGE & SKILLS:
- Practical understanding of applicable cruise product, policies and procedures, in order to reserve new and service existing reservations
- Strong computer skills, including use of all Microsoft Office products
- Exhibit positive pleasant and courteous behavior, as expected within the Quality assurance practices while engaging internal and external customers
- Interpersonal skills to engage all levels within the organization and external customers
- This is to be carried out in person, over the phone or via Microsoft email or instant messaging
- Ability to deliver the level of customer service required to achieve a positive customer experience
- Ability to remain focused during every customer engagement to heighten the level of overall accuracy and customer satisfaction
- Demonstrate an ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes
- Maximize revenue opportunities by offering additional products
- Ability to utilize verbal and written communication skills to communicate with internal and external customers
- This includes sending and responding to email via Microsoft Outlook
- Within reasonable accommodation, ability to view and read PC monitor, training and reference material, as well as operate keyboard and PC mouse
- Within reasonable accommodation, ability to remain seated for extended period of time, to be determined by length of scheduled shift
- Flexible with working any schedule, including late shifts and weekends
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.
