Come join the exciting world of travel!

Are you passionate about travel and eager to help others create unforgettable memories? Join our team as a remote Web Chat Service Consultant at Viking Cruises! As an essential part of our company, you’ll provide our guests with world renowned customer service from the comfort of your own home.

In this role, you will handle inbound customer service chats from consumers and prospective passengers, addressing inquiries, processing payments, managing change requests, and resolving conflicts to ensure the highest level of customer satisfaction. You will be responsible for maintaining accurate customer records in our CRM system, adhering to a set work schedule, and meeting individual service quality goals in alignment with our Call Center best practices.

Our ideal candidate will have prior customer service experience, strong written communication skills, and the ability to type 45+ words per minute. Proficiency in Microsoft Office, Outlook, and SharePoint is essential. We value individuals who are coachable, detail-oriented, and capable of managing multiple tasks efficiently.

Flexibility to work evenings, weekends, and holidays is required, along with a commitment to delivering exceptional customer experience and building strong client relationships.

In this role you will:

• Manage inbound service chats from consumers and prospective passengers, accurately identifying needs and resolving issues to ensure exceptional customer satisfaction.
• Assist customers with booking-related requests, including cruise inquiries, change requests, and payment processing.
• Seamlessly transition conversations from chat to phone calls when necessary to provide more personalized or efficient support.
• Handle two concurrent chat sessions with accuracy, efficiency and professionalism.
• Provide support to the phone queue during high call volume season.
• Consistently meet individual service quality goals while following established Call Center best practices to enhance the overall customer experience.
• Deliver prompt, accurate, and proactive support in response to customer inquiries and service needs.
• Maintain and update customer records accurately using the company’s CRM system.
• Follow assigned work schedules with reliability and punctuality.

To be successful you will need:

• 1+ years in a web-based customer service chat support role
• Proven success in customer service roles with a strong performance record
• Highly coachable, self-motivated, and results driven
• Exceptional written communication skills, with strong grammar, spelling, and punctuation
• Excellent time management and multitasking abilities in a fast-paced environment
• Proven ability to type 45+ words per minute
• Solid knowledge of Microsoft Office, Outlook, and general PC proficiency
• Flexibility to work various shifts, including evenings, weekends, and holidays
• Ability to build and adapt client relationships to meet individual customer needs
• Willingness to take on additional responsibilities as needed
• Must be able to provide:

• A distraction-free workspace/environment (at home)
• Space for a desktop computer with 2-3 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

What We Offer You:

• Highly competitive compensation plan.
• Salary range $31,366-$43,056 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.
• Employees are eligible for annual discretionary bonus.
• 401(k) plan with company match.
• Employee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue paid vacation days based on your company tenure, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.

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