Luxury Customer Service Specialist - Regent Cruises

Luxury Customer Service Specialist – Regent Cruises

BASIC

PURPOSE:

Responsible for providing our travel agents and their guests with a seamless booking experience and exceptional customer service. The position serves as the "voice" of Regent Seven Seas Cruises and is the first point of contact for travel agents. Build relationships by answering incoming calls, identify the callers' needs, and sell the Regent experience that best fits the client's needs.

POSITION RESPONSIBILITIES:

• Building rapport and long‑term relationships with luxury cruise customers, travel agents and other partners.
• Using travel product expertise and knowledge of luxury destinations around the world, recommend and sell Regent Seven Seas cruise products and services to travel agents and their clients.
• Provide a seamless cruise and customer service experience, from the initial sales call to confirming the reservation and servicing that reservation up until the cruise begins.
• Create and document special requests, services and cruise "add on" purchases requested by the customer or travel agent.
• Maximize revenue opportunities by selling the full experience from suite upgrades, insurance policies, hotels, shore excursions, and gift items.
• Escalate all issues and pertinent matters to the appropriate resource to ensure resolution.
• Perform other job‑related functions as assigned.

KNOWLEDGE AND

EXPERIENCE:

EDUCATION: High School Diploma or equivalent. Four‑year college degree (Business Administration or related preferred) or equivalent combination of education and work experience.

EXPERIENCE: Minimum one year of sales experience required. Telephone or Travel Sales preferred.

KNOWLEDGE &

SKILLS:

• Assertive sales skills and the desire to grow within the organization.
• Strong written and verbal communication skills to include professional telephone etiquette, email, and letter writing with correct spelling and grammar.
• Demonstrated knowledge of Microsoft applications including Word, Excel, and Outlook.
• Experience with travel reservations systems.
• Ability to develop and maintain professional relations with a diverse, well‑traveled customer who typically is a professional, business owner, or successfully retired executive and their family and friends or travel agent.
• Ability to quickly learn and maintain knowledge of Regent products, services, and promotions.
• Ability to work well and maintain professional composure while under stress and pressure. Possess a strong drive and high energy to reach specified sales and service goals.

To Executive Search Firms & Staffing Agencies: NCLH does not accept unsolicited resumes from any agencies. All unsolicited resumes will be considered NCLH property, and NCLH will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting the NCLH Human Resources Talent Acquisition Department.

Seniority level: Entry level

Employment type: Full‑time

Job function: Customer Service