Orlando

Nationwide, USA | Call Center Sales & Customer Service | Fully remote

Customer Service Representative

Every great journey begins with a single call. Viking’s growing Customer Service department seeks Travel Service Specialists to help current and prospective guests. Successful candidates receive 5-6 weeks paid training before transitioning to the customer service team. If you enjoy a challenging career in a fast paced environment, apply today and set sail for your career with Viking.

Job responsibilities

Handle inbound service calls from clients and prospective passengers
Identify caller needs and resolve conflict to achieve the highest level of customer satisfaction
Make outbound calls and provide additional information as needed
Provide technical assistance to callers as needed
Effectively communicate policies and procedures
Maintain individual and team service quality goals
Provide assistance to guests in regards to change requests, itinerary or cruise inquiries, taking payments and other service needs directly related to a booking or customer profile
Maintain individual service quality goals, and adhere to the Call Center matrix for improved customer satisfaction results
Ensure accurate and timely service and respond quickly and proactively to customer requests
Maintain customer records in company CRM tool

Requirements

Previous call center experience (min. 1 year preferred)
Strong customer service skills
Excellent verbal and written communication skills
Proven ability to provide clients with a first call resolution
Ability to develop strong client relationships and adjust as needed for each customer
General knowledge of world geography
Position Technical & Home Office Requirements

Proficiency with basic computer applications and equipment
MS Office products (Excel, Outlook, and Word)
Web conferencing software (Zoom, Teams)
Windows Sound and Video Settings

Must be able to provide:

A distraction-free workspace/environment
Space for a desktop computer with two to three monitors
Stable power-source and internet connection:
Dedicated high-speed internet (minimum) of 25 Mbps Upload and Download Speeds) and ethernet connection
Connection cannot be Wireless, Wi-Fi extenders, Wi-Fi repeaters, MiFi's, or Hotspots
Ability to ‘plug in’ your equipment to your Modem/router during work times

Compensation & Benefits

Excellent Medical, Dental, Vision, Life and Disability Insurance benefits at a highly subsidized rate
401(k) with company annual match
Paid training
Paid vacation
Paid holidays
Opportunity to take a free and/or discounted Viking cruise
Other travel discounts through IATA
Discounted theater, theme park and movie tickets
Employee wellness program
Gym membership benefits

About Viking

Viking was founded in 1997 and offers destination-focused journeys on rivers, oceans and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers guests “the thinking person’s cruise” in contrast to mainstream cruises. In its first five years of operation, Viking has been rated the #1 ocean cruise line in Travel + Leisure’s 2016, 2017, 2018, 2019 and 2020 “World’s Best” Awards.

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To apply: https://vikingcruises.hire.trakstar.com/jobs/89e2c93cce0148da9bcb3d31928c5c0a -mention CFEC.ORG Job posting.