Guest Resolutions Coordinator - Oceania Cruises and Regent Seven Seas Cruises

Norwegian Cruise Line Holdings Ltd is a leading global cruise company which operates the Norwegian Cruise Line, Oceania Cruises and Regent SevenSeas Cruises brands. We are experiencing fantastic growth, where the company will introduce five additional ships through to 2028.

This role will see you represent both our 5-star (Oceania Cruises) and 6-star (Regent Seven Seas Cruises) cruise brands. Sitting within the ‘premium’ and ‘ultra-luxury’ spaces respectively, this position will take ownership of the end-to-end resolution of all escalated pre, during and post cruise issues, ensuring solutions consider the current and future commercial requirements of the organization, whilst also ensuring the guest and/or trade partner is an ongoing advocate of the brand.

WHAT WE CAN OFFER:

• A collaborative and supportive culture, encompassed by a people-focused environment
• Staff + Family & Friends Cruise Discounts
• A strong focus on work/life balance, family and community through initiatives such as flexible work options, ‘Keeping in Touch’ Days, and Community Service Leave
• Wellness initiatives such as our Employee Assistance Program and ‘Walk for Wellness’
• Financial benefits such as a competitive remuneration package, salary sacrifice options, and our Employee Referral Program
• A proud history of successful career pathways/advancement opportunities for staff
• Plus….you’ll get to work in the highly diverse and exciting cruise industry, representing a luxurious and in-demand product offering!

WHAT THE ROLE ENTAILS:

• Ensuring ownership of escalated issues, and that responses are in-line with the relevant company policies, market consumer laws and industry standards.
• Developing and maintaining relationships with key internal stakeholders (both onshore and offshore) to ensure escalations that cannot be directly resolved by the Guest Resolutions Coordinator are directed to the most appropriate resource.
• Creating and maintaining accurate, succinct and up to date case records within the designated case management platform.
• Being the primary point of contact for head office regarding disruption/cancellation to itineraries.
• Defining and maintaining pro-active overarching process templates and documents for varied disruption/cancellation scenarios to enable the agile execution of the applicable scenario.
• Creating and maintaining dynamic reporting, training material and coaching structures for key stakeholders.  

WHAT YOU’LL BRING TO THE ROLE: 

• 2+- years’ equivalent work experience. Travel industry knowledge and/or Contact Center service experience is preferred
• Exposure to service recovery situations in a complex multi-stakeholder environment
• Exceptional verbal communications skills, with the ability to simplify complex and potentially emotionally charged situations into the core facts and present an expectation of resolution to the applicable stakeholders.
• Ability to use software including PowerPoint, Word, Excel, along with Sharepoint, Outlook, Microsoft Teams and Salesforce (desired)
• Strong written communication skills, where the ability to record accurate and concise notes is paramount
• High levels of resilience and composure, with a genuine passion and unwavering commitment in providing solutions to our valued guests
• The ability to analyze issues from a number of different viewpoints, and address situations with tact, respect and diplomacy.

EQUAL EMPLOYMENT OPPORTUNITY

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law.

Don't miss out on a chance to begin a successful career in a fun industry with great benefits.