Luxury Cruise Specialist - Oceania Cruises

BASIC PURPOSE: 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.

KNOWLEDGE AND EXPERIENCE:

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.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.

Job Type: Full-time

Pay: $18.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 1 year
• No experience needed
• Under 1 year

Shift:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift

Work setting:

• Call center
• In-person
• Office

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• Have you ever worked for Norwegian Cruise Line, Oceania Cruises, or Regent Seven Seas Cruises?

Ability to Commute:

• Miami, FL 33126 (Required)

Work Location: In person