German Speaking Live Chat Specialist

ABOUT US Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises brands. With a combined fleet of 29 ships with nearly 60,000 berths, these brands offer itineraries to more than 490 destinations worldwide. The Company has eight additional ships scheduled for delivery through 2027. Named by Forbes as “America’s Best Large Employers” in 2021, Norwegian’s passionate team members have offered guests an outstanding award-winning vacation experience. Ranking among the top 75 companies in the overall Large Employer category and among the top 10 companies in the Travel & Leisure sector. “We are proud to be recognized by Forbes as one of the World’s Best Large Employers,” said Frank Del Rio, president, and chief executive officer of Norwegian Cruise Line Holdings Ltd. “We believe people are our most important resource and this prestigious honour demonstrates our ongoing commitment to support, respect and empower our Company’s 34,000 dedicated and passionate team members across the globe.”By being part of NCLH, our competitive benefits packages offer you and your family the opportunity to stay healthy and thrive both personally and professionally.BENEFITS Free car parking nearby Pension Scheme Private Medical Development Opportunities, partnered with Dale Carnegie Appreciation Bonus6 weeks - paid sickness Discounted Cruise Programme 25 days paid holiday + 8 Bank Holidays Bus Discounts ROLE LOCATION & LANGUAGE NEED This role can be based in our office in Southampton or fully remote working from home anywhere in the UK. Please note we will only accepting German speaking candidates for this position.BASIC PURPOSEProvide customer support to guests who initiate contact directly with Norwegian Cruise Line through the NCL.com chat feature or Travel Agent Portal and email and have questions regarding their bookings, itineraries, travel documents, payment services, booking changes, and other basic inquiries. Process reservation orders, changes and cancellations. POSITION RESPONSIBILITIES Respond to inbound chats/emails in a timely manner. Establish and maintain quality relationships with consumers and travel partners by delivering exceptional service, establishing rapport, and identifying and meeting needs and expectations. Use customer service 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.Research and resolve general and specific reservation and vacation related enquiries. Process reservation orders requested by the guest including changes, cancellations, payments and more.Use knowledge to make recommendations about promotions, itineraries and auxiliary products such as stateroom upgrades, onboard credits and other shipboard amenities.Attend and actively participate in team meetings in order to ensure use of appropriate policies and procedures and accurate information is communicated.Perform other job-related functions as assigned.Provide quality customer service with prospective and existing Latitude guests.Must be able to effectively and efficiently handle all customer enquiries, from guests providing exceptional customer service to all guests and Travel Partners.Regular communication is expected with team members from various departments and guests, in order to answer enquiries and resolve reservation related issues.Position handles approximately 40 chats/emails per day. Goals are established on a daily, weekly and monthly basis. EXPERIENCE Minimum 2-years customer service experience. Cruise/Travel experience preferred. Live/Web Chat experience preferred. COMPENTENCIES / SKILLS Strong written skills that lend to clear and concise text-based communication. Must maintain strong working knowledge of Norwegian Cruise Line products, including the current fleet and itineraries. Working knowledge of Salesforce and Seaweb. Customer service skills to assist with questions, problem solving, negotiations and selling whenever necessary. Multitasking abilities to provide service via chat platform and create notes in system and research information at the same time. Ability to type 40 WPM while providing accurate data entry.**If you do not hear back from us within 10 working days of sending us your application, it means that unfortunately on this occasion, you have been unsuccessful**.