JOB NUMBER: JB03945
VACANCY NUMBER: ADV04727
ORGANIZATION: MSC Cruises INC.
BUSINESS AREA: Office
LINE MANAGER: Contact Center Manager
Join our rapidly expanding Customer Service team at an exciting time for our industry. The Customer Service Specialist will be responsible for providing warm, friendly and efficient customer support for guests and MSC Voyagers Club Members.
•Service all in-bound phone calls and maintaining a positive attitude while assisting each guest
•Provide support for the MSC Voyagers Club and MSC Rewards programs
•Handle post cruise issues and reviews as well as resolving customer complaints; Prepares and sends letters for customer inquiries/ complaints via email, letter, website, and fax in a timely manner;•File all guest claims such as lost and found, luggage/item claims, issue/log future cruise credits
•Supports all guests with lost and found including investigating damaged/lost luggage claims
•Interact with corporate headquarters for issues such as transfers, shore excursions, onboard accounting issues, luggage, lost and found and medical issues •Handle and organize specialized projects and call-outs when required. These will include Itinerary changes, ailing cancellations and limited booking of guests.
•Process refunds for cancelled prepaid shore excursions and special service packages not received
•Research Escalated Reservation issues-post cruise
•Assist in all travel insurance claims
•Investigate missed transfers
•Assists in switchboard coverage as needed
•Fluent written and spoken English. Any additional language is considered an advantage.
•High School Diploma or equivalent education.
•Minimum 1 year of customer service experience
•Proficient with Microsoft Outlook, Word, Excel
•Ability to work well in a fast-paced environment and remain calm under pressure
•Extremely organized and detail oriented
•Excellent communication skills
•Must have the ability to maintain a positive attitude and enthusiasm each and every day on the phones and within the department;•Must have the ability to sit for long periods of time
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.