NCL Air Choice Specialist

JOB SUMMARY : Responsible for upgrading and selling customized flight options directly to the consumers of Norwegian Cruise Line Holdings via outbound calling and rapport building.

Must recommend flight details and modify existing reservations to promote an enhanced Air travel experience and customer loyalty.

DUTIES & RESPONSIBILITIES :

• Promote sales to consumers by initiating calls and acting on leads in order to identify travel needs, present / explain flight options and make travel recommendations.
• Establish and maintain quality customer relationships by delivering exceptional customer service, establishing rapport, identifying and meeting customer needs and expectations to include meeting customer retention goals and following up with consumers as necessary, in order to close sale and meet / exceed revenue goals.
• Acquire in-depth airline industry knowledge to articulate airline product features, benefits, pricing and make recommendations to possibly a multitude of passengers traveling on the same cruise.

Agents must be able to maintain a current understanding of other departments operating policies and procedures to make accurate decisions and deliver appropriate problem resolution.

• Attend and actively participate in daily team meetings or relevant sales training in order to ensure appropriate sales techniques are being used and accurate information is being communicated to direct consumers.
• Identify air trends, cost patterns, and key performance metrics to assist with decision making.
• Reach agreed upon sales targets by the deadline and effectively communicate multiple flight options to guests.
• Assist with creating and actioning quality assurance reports.
• Perform other job-related functions as assigned.

QUALIFICATIONS

DEGREE TYPE : Bachelor's Degree

FIELD(S) OF STUDY : Marketing or Business Administration preferred, or any equivalent combination of relevant education and work experience.

EXPERIENCE :

Minimum 2 years' sales experience. Familiarity in a range of airline products and services. GDS system experience preferred.

COMPETENCIES / SKILLS :

• Strong verbal communication skills including professional telephone etiquette.
• Proficient knowledge in flight patterns, geographical routing, general ticketing standards, major gateways, and hubs.
• Must possess excellent decision-making skills and be able to interpret quality assurance standards and procedures.
• Have a knowledge of CRM Salesforce and Microsoft Office products.
• Strong interpersonal skills to work effectively with team members.
• Ability to work in a team environment.
• Strong prioritization skills.
• Ability to multi-task and work in a fast-paced environment.
• Must be available to work weekends, holidays, and flexible shifts as needed.

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.