JOB NUMBER: JB04318
VACANCY NUMBER: ADV05326
SHARE: https://www.careers.msccruises.com/vacancy/ADV05326/contact-centre-agent-woking
ORGANIZATION: MSC Cruises UK&IRE
BUSINESS AREA: Office
LINE MANAGER: Contact Centre Team Manager
As Contact Centre Agent you will enjoy a varied role – you will enjoy supporting our Cruise guests to ensure that every experience is excellent – from supporting with booking queries, to helping with information requests – you will make a great difference to ensuring that customer satisfaction is achieved every time. You will also work in close collaboration with our esteemed travel partners, ensuring that they have all the information they need to support current and future guests of MSC Cruises.Our Contact Centre is a busy, vibrant team who support our UK & ROI customer base, full training on our systems and the amazing cruises we offer will be provided by our dedicated in-house training team.
•Handles all inbound enquiries (phone or email) in line with service standards and procedures
•Uses our inhouse reservation systems to process sales by phone or email
•Promotes and upsells MSC Cruises products and services to generate revenue
•Assists clients/travel agents with specialist support and after-sales service, such as reservations changes, purchase of additional services and special requests
•Provides relevant information to enhance customer service and loyalty, helping them make an informed decisions about what holiday they book for themselves or their client
•Reports customer/agent feedback on web functionalities and content
•Assists with in-house support and training of new staff when required
•Participates in specific operational projects, as and when required
•Works in line with MSC Cruises Service Standards & Procedures
•Excellent verbal and written English skills
•Educated to ‘GCSE’ level standard or equivalent
•Working knowledge of Microsoft Office
•Experience working in the travel industry sector - in retail, reservations or customer service is preferred
•Some knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises
•Organisation and prioritisation skills
•Full Right to Work in UK
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.
MSC Cruises is the world‘s largest privately-owned cruise company and the number one cruise line in
Europe, South America, South Africa and the Gulf.
A game-changer in the world of cruises, MSC has built a global reputation as an innovator and has one of the
youngest cruise fleets.
MSC Cruises is a family-owned and family-run Company headquartered in Geneva, Switzerland and It is part of
the MSC Group, which encompasses world-leading maritime companies.
As a family who has found its fortunes at sea for over 300 years, protecting the oceans and the communities
that we visit is a top priority for us.
Having embarked on a never-ending journey of continuous improvement, MSC Cruises has integrated
environmental stewardship in all aspects of its operations. This commitment lies at the very heart of our
business.
We employ over 30,000 people worldwide. MSC Cruises is part of the MSC Group, which encompasses
world-leading maritime companies.
