MSC CRUISES CAREERS Contact Centre Team Leader- Ferries

JOB PURPOSE

In line with MSC Cruises service standard & procedures, the Contact Centre Agent Ferries promotes products and services of MSC Ferries companies to consumer and provides the customer service, handling all individual clients’ requests - coming by telephone, email and chat.

KEY ACCOUNTABILITIES

•Handle individual clients’ telephone calls, in line with the Service Standards and Procedures;

•Promote products and services offered by MSC Ferries Companies;

•Use the reservation systems to process telephone sales for individual clients;

•Assist clients with specialist support and after-sales service;

•Assist clients with their online booking and other web queries;

•Respond to clients’ requests coming by several channels;

•Provide support and information to clients in order to enhance customer service and loyalty;

•Report customer feedback on web functionalities and content.

QUALIFICATIONS (skills, competencies, experience)

•Sales Experience and expertise in dealing with clients either over the phone or face to face;

•Fluent in Italian, good English level and fluent in a foreign language among French, German and Spanish;

•University degree in Tourism or Linguistic studies, Marketing & Communications is considered an advantage;

•Good knowledge of Microsoft Office;

•Sales and persuasion skills;

•Proactivity, customer and results orientation;

•Very good communication and interpersonal skills;

•Availability for a part-time job, weekends included.

VISA REQUIREMENTS (if any)

•Right to work in Italy.

In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.

Contact Centre

Contact Centre Agent- Ferries - Italy, Naples

JOB PURPOSE

KEY ACCOUNTABILITIES

QUALIFICATIONS (skills, competencies, experience)

VISA REQUIREMENTS (if any)