Travel Reservations Consultant Work from Home

Norwegian Cruise Line
Leeds, UK
26 Jul 2019
22 Aug 2019
Contract Type
Full Time
Norwegian Cruise Line is the innovator in cruise travel with a 50-year history of breaking the boundaries of traditional cruising. Our customers are at the heart of our business, and as the pioneer in cruises, everything we do is about delivering premium cruises to every one of our customers.

We're therefore looking for the best and brightest bi-lingual applicants to join our all-star team in the UK. Life at Norwegian Cruise Line is fast-paced, and as full of change as it is of opportunity. Join our team, and Feel Free to be part of a company that continues to break the traditional boundaries of cruising all over the world. We offer a diverse, exciting and international working culture, competitive basic salary, commission and great benefits. If you believe you have the right profile and are what we are looking for, then please apply!

Working from Home in the UK only, applicants MUST speak fluent English plus either German, Hebrew, Spanish or Portuguese.

Overall Purpose of Role:

This role will be based working from home and is a highly driven Sales and Customer Support role where you will be responsible for providing our Direct Guests and Travel Agent Partners with an exceptional standard of customer service, proactively securing bookings and maximising on all sales opportunities.

Role Responsibilities:

·You will receive and respond to inbound calls and emails, identifying customer requirements and matching the appropriate cruise with additional services

·You will secure sales through service, whilst meeting and exceeding targets set by your Supervisor

·You will build and maintain relationships with all Trade Partners and Direct Guests

·Action email requests regarding product and reservations

·Use various selling techniques to close the sale within the call

·Action fare quotations and bookings in accordance with company policies

·Maintain product and brand knowledge to aid the close of a sale

·To feedback campaign success and customer feedback to your Supervisor

·Responsible for securing and processing credit/debit card payment ensuring confidentiality and accuracy of all payment transactions

·Accountable for achieving set KPI's including, revenue, conversion and passengers booked

·Build rapport and be proactive within the call to prevent any need for a second call to the company

·Accountable for identifying market and sales trends and feeding back to your Supervisor suggesting new initiatives to secure more sales

·Accountable for establishing and maintaining a good working relationship with other team members both working in the office and remotely from home, guiding, advising and helping others where appropriate enhance service levels

·Consistently maintain high levels of professionalism that reflects a positive image of the product and the brand

·To complete any necessary administration duties accurately and timely

·To maintain high standards of dress/office tidiness/time keeping and attendance

·To comply with all relevant legal regulations to ensure customer confidentiality and contact requests are adhered to

·To comply with the Homeworking Eligibility Program and Telecommuting Agreement

Experience and Competencies:

·Experience of working in a Sales and Customer Service environment

·Previous experience of working within the travel/cruise industry or within a Contact Centre environment is desirable

·Knowledge of typical Contact Centre systems, CRM, Avaya, WFM, booking systems

·You will be a confident, outgoing and flexible individual with a positive attitude and enthusiastic approach, showing passion, interest and commitment

·Excellent communication skills, interpersonal and negotiating ability and the ability to use your own initiative and intuition will be required in the role

·A good level of computer literacy and ability to troubleshoot PC glitches, a high level of attention to detail, plus strong organisational and time management skills, PC literacy in Windows, Outlook, MS Office and other associated applications

·Self-driven, results orientated with a positive dynamic approach

·Strong communication skills across all channels and levels

·Ideal candidate MUST be fluent in both English and either German, Spanish, Portuguese or Hebrew


·Educated to GCSE level or equivalent (desirable)

·NVQ Customer Service Level 2 (desirable)

·Recognised qualification in Travel & Tourism (desirable)

Other Features of the Role:

·37.5 hours per week covering the operational hours including weekends and bank holidays

·Occasional Travel as required within the UK, on ships and to our international offices

·Contact Centre operational hours are 8am - 7pm Mon to Fri, 8.30am - 6.30pm Sat, 9am - 6pm Sun

·In the event of an emergency you will be required to support the operation outside of core hours

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