Reservations Agent

  • Fecha de publicación: 10/01/2018
  • Nombre de la empresa: Norwegian Cruise Line
  • Puesto de trabajo ofertado: Reservations Agent
  • Descripción de funciones:






    Reservations Agent -German, French, Spanish & Italian Speaker required


    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.

    Our people are truly what makes us stand out from the crowd! The success of our company is simply down to its hard working and passionate team members.

    As the company continues to grow we look for like minded individuals to join our team, who share our appetite for success and enjoy working in a fun environment. Team members are rewarded well for their efforts with competitive salaries and benefits.

    We have an exciting opportunity in the NCL Reservations department for the post Reservations Agent with either German, French, Spanish or Italian language skills with English (fluent written and spoken, based in our Southampton office.)


    To achieve and exceed business goals and objectives by converting enquiries from both Travel Agents and English and German, or French, or Spanish, or Italian speaking Direct Guests

    Match individual customers’ needs to the right holiday for them

    Resolve Travel Agent and Guest queries promptly via incoming calls

    Respond to all incoming email, faxes and written correspondence in a timely manner

    Up-selling on stateroom accommodation

    Deliver an exceptional level of Customer Service at all times

    Main Duties and Responsibilities:

    Achieve and exceed monthly sales conversion targets as set by the business

    To provide each call with the features and benefits of Freestyle cruising to raise product awareness

    Consistently exceed customers’ expectations by delivering an exceptional customer experience on each call

    To achieve first call resolution on sales enquiries

    To assist with other departments as and when requested

    Participate in ongoing incentives and training as and when applicable

    Handle a large volume of incoming calls

    Participate in 1-2-1’s/Appraisals on a monthly basis

    To receive and action sales enquiries via email and fax as and when receive

    Be able to handle a high call volume

    Answer calls within Service Level agreements

    Resolve all queries at first contact where possible.

    Respond to all ‘pending’ enquiries and keep caller fully updated

    Respond to all written enquiries

    Exceeding daily/monthly conversion targets

    Dealing with a busy environment

    Answering calls within the required time

    Ability to resolve calls at first resolution

    Exceeding daily/weekly conversion targets

    Dealing with a busy environment

    Making agreed amount of outbound calls per day

    Qualifications/Experience Required:

    Outstanding verbal and written communication skills with the ability to build rapport

    Possess exceptional Customer Service skills with a strong desire to work in a Customer Service role

    Must be solution focused and able to use initiative to problem solve

    Must be able to remain calm and patient under pressure

    Able to remain confident and assertive

    Positive and enthusiastic approach with a dedicated and flexible attitude


    Highly organized with the ability to prioritise, whilst paying strong attention to detail

    IT Literate – Experience of Travel Reservation systems and MS Outlook, Word and Excel

    Experience in a customer service role.

    Will ideally have worked in a Contact Centre environment

    Exceptional Sales Skills

    Ideally Call Centre or Travel agency experience

    Must be a Strong and Clear Communicator with an excellent telephone manner

    Attention to detail and organizational skills

    Ability to work well as part of a Team, dedicated and flexible.

    Must have German or French, or Spanish, or Italian & English Skills (fluent written & oral)

    Competitive Salary, Parking, Pension and Medical Plan Commission, Bonus, Sick pay, Pension/ We offer a diverse, exciting and international working environment and are looking to strengthen our team from the earliest possible date. Short listed candidates will be contacted within 30 days of their application being received.

    No Agencies Please

    Contact: M Jose
    Reference: Totaljobs/TOT NCL Res
    Job ID: 78962390


  • Localización del puesto ofertado: UK - Southampton (SO15)
  • Remuneración: Competitive Salary