Come join the exciting world of travel!

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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.

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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.

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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.

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

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In this role you will:

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

To be successful you will need:

\n\n1+ years in a web-based customer service chat support role \nProven success in customer service roles with a strong performance record\nHighly coachable, self-motivated, and results driven\nExceptional written communication skills, with strong grammar, spelling, and punctuation\nExcellent time management and multitasking abilities in a fast-paced environment\nProven ability to type 45+ words per minute\nSolid knowledge of Microsoft Office, Outlook, and general PC proficiency\nFlexibility to work various shifts, including evenings, weekends, and holidays\nAbility to build and adapt client relationships to meet individual customer needs\nWillingness to take on additional responsibilities as needed\nMust be able to provide:\n\n\n\nA distraction-free workspace/environment (at home)\nSpace for a desktop computer with 2-3 monitors\nStable power source and internet connection: \nDedicated 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)\nAbility to ‘plug in’ your equipment to your Modem/router during work times\n\n\n

What We Offer You:

\n\nHighly competitive compensation plan. \n\nSalary 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.\nEmployees are eligible for annual discretionary bonus.\n401(k) plan with company match.\nEmployee Share Purchase Plan (ESPP) Viking full-time regular employees working in the United States can purchase Viking shares through payroll deductions.\n\nFull benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).\nAccrue paid vacation days based on your company tenure, sick time accrual by state, and 6 paid holidays per year.\nOpportunity to take a free and/or discounted cruise.\nHighly subsidized gym membership.\nDiscounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.\n\n

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.

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About Viking

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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®.

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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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