Bilingual (English/Mandarin) Guest Services Specialist - Norwegian Cruise Line

Our brand sits within the 'contemporary' space, offering innovative 'Freestyle Cruising' to its valued guests. As one of the leading cruise brands globally, Norwegian Cruise Line (NCL) prides itself on its entrepreneurial spirit, award winning dinning, accommodation and entertainment options, and its modern fleet.

Commencing January 5th 2026

WHAT WE CAN OFFER:

• A multi award-winning brand

• A collaborative and supportive culture, encompassed by a people-focused environment

• Staff Engagement activities, driven by both the business and staff e.g. Lunar New Year, Staff Appreciation Day, Culture Day to name a few

• 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

• An inclusive and supportive Paid Maternity Leave program

• Wellness initiatives such as our Employee Assistance Program, Mental Health Month, Discounted Gym Membership, Run Club 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 modern contemporary and in-demand product offering

WHAT THE ROLE ENTAILS - predominately Inbound in nature, where you will act as the 'voice' of Norwegian Cruise Line and be the first point of contact for guests and travel partners. Specific responsibilities include (but are not limited to):

• Use product and travel expertise to build rapport with and sell cruise products to travel partners and guests, providing a seamless customer experience
• Efficiently and consistently handle inbound, outbound telephone, webchat & email inquiries in a positive, knowledgeable and professional manner
• Sell the full experience and maximize revenue opportunities by offering available ancillary products such as stateroom upgrades, air, land & travel protection components, etc.
• Create and document travel agent special requests and cruise "add on" purchases
• Manage and respond to guest and travel agent email correspondence
• Follow-up on available leads and ultimately close all potential sales opportunities
• Help with projects as requested by the Guest Services management team
• Participate in organised and self-study training sessions, including weekly briefings, to continuously improve knowledge base and sales performance

WHAT YOU'LL BRING TO THE ROLE:

• 2+- years' equivalent work experience. Travel industry knowledge and/or Contact Center service experience is preferred
• Ability to apply customer services skills to deliver quality service and customer
• Satisfaction, communicate new products and services, maximize sales opportunities and reach specified service goals
• Ability to quickly learn and maintain knowledge of NCL products, services, promotions, policies and procedures
• Ability to develop and maintain professional rapport with a diverse, well-traveled customer base
• Must possess strong written and verbal communication skills to include professional telephone etiquette and ability to draft communications with correct spelling and grammar
• Demonstrated knowledge of Microsoft Office applications including Word, Excel, and Outlook. Experience with travel reservations systems a plus
• Ability to multi-task and maintain professional composure whilst under pressure
• Flexible availability, with the ability to work anywhere between 7am and 7pm and on weekends on a rotating roster (shift durations are 8.5 hours inclusive of 1 hour breaks)
• Must be able to communicate fluently (written and verbal) in English and Mandarin

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.