JOB NUMBER: JB04408
VACANCY NUMBER: ADV05465
SHARE: https://www.careers.msccruises.com/vacancy/ADV05465/contact-centre-team-leader-woking
ORGANIZATION: MSC Cruises UK&IRE
BUSINESS AREA: Office
LINE MANAGER: UK&ROI Contact Centre Manager
The Contact Centre is a busy, vibrant team, responsible for the effective handling of all incoming requests from MSC Cruises UK&ROI customers and travel partners.
Our Team Leaders role assist the Team Manager, with leading a team of 10-15 Cruise Specialists, whilst also actively handling telephone calls and emails with travel agents and direct customers for bookings and service requests.
Team Leaders will assist with coaching the team, handling any issues and will motivate and act as a role model to their team in order to achieve or exceed team KPIS and targets.
• Handle all inbound enquiries (mainly by phone or email) in line with service standards and procedures
• Use our in-house reservation systems to process sales by phone or email
• Promote and upsell MSC Cruises products and services to generate revenue
• Assist clients/travel agents with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests
• Provide relevant information to enhance customer service, loyalty and to help them make an informed decision about what holiday they book for themselves or their client
• Report customer/agent feedback on web functionalities and content
• Support, train and coach new staff
• Take ownership and coordinate specific operational projects & tasks
• Have a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
• Contribute ideas for training & participate in coaching & monitoring to ensure service levels are met
• Run relevant reports and deliver morning team briefings as required
• Work across the entire contact centre to actively support the team with their daily duties when required.
• Fluent English with excellent verbal & written communication skills and numerate
• Working knowledge of Microsoft Office
• Travel industry experience in either retail, reservations or customer service
• Call centre experience in a sales or customer service environment
• Knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises
• Organisation and prioritisation skills• Ability to work flexibly to the needs of the business and under pressure
• Ability to think outside the box and be open to new challenges
• Educated to ‘GSCE’ level standard or equivalent
• Flexibility to attend training events and/or educationals
• Ability to build strong relationships with internal departments & travel agencies.
• 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.
