[Remote] Web Chat Consultant

Note: The job is a remote job and is open to candidates in USA. Norwegian Cruise Line Holdings Ltd. is a global cruise company providing vacation experiences through its cruise brands. The Web Chat Consultant responds to live guest chats, builds customer relationships, recommends cruise products and promotions, resolves issues, and supports direct sales and customer retention.

Responsibilities

• 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

Skills

• High school diploma or equivalent
• 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
• Bachelor's degree in marketing, business administration or related field of study preferred

Company Overview