Contact Centre Agent - United Kingdom, Surrey

The Msc, Knaphill, Woking

Contact Centre Agent - United Kingdom, Surrey

Salary not available. View on company website.

The Msc, Knaphill, Woking

  • Full time
  • Permanent
  • Remote working

Posted 2 weeks ago, 1 Nov | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: c9320a84900b4f8aa06f1508b3ba17f3

Full Job Description

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