Contact centre agent - united kingdom, surrey
MSC Cruises Management (UK) Limited Woking
JOB PURPOSE
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.
KEY ACCOUNTABILITIES- 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
PLEASE MENTION JOB NUMBER JB04318 / FAJ WHILE APPLYING FOR THE JOB
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