Cruise Specialist

Job Summary

Assist travel partners and direct guests with all aspects of individual and group cruise reservations, including sharing product information, reserving cruises, and advising of sales promotions, while meeting Oceania Cruises service delivery expectations.

• 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 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 continually improve knowledge base and sales performance.
• Perform other job‑related functions as assigned.

High school diploma or equivalent.

0‑2 years of call‑center or related travel‑industry experience. Working knowledge of reservation systems within a call‑center environment preferred.

• Practical understanding of applicable cruise products, policies, and procedures to reserve new and service existing reservations.
• Strong computer skills, including use of all Microsoft Office products.
• 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.
• Ability to deliver the level of customer service required to achieve a positive customer experience.
• Ability to remain focused during every customer engagement, heightening the level of overall accuracy and satisfaction.
• Ongoing effort to secure reservations by requesting to reserve a new booking on all rate quotes.
• Maximize revenue opportunities by offering additional products.
• Verbal and written communication skills for internal and external customer correspondence.
• Proficiency with Microsoft Outlook for sending and responding to electronic mail.
• Ability to use Microsoft email or instant messaging as required.
• Reasonable accommodation for viewing and reading PC monitor, training and reference material, and operating a keyboard and mouse.
• Reasonable accommodation for remaining seated for extended periods.
• Flexibility to work any schedule, including late shifts and weekends.

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, or 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.