Customer Service Executive - United Kingdom, Surrey

As Customer Service Executive you will enjoy investigating and resolving assigned cases in line with company policy and ABTA guidelines. With a keen eye for detail and a passion for excellent customer service, seeking the best outcome for our guests will be top priority. A natural solution seeker, you will collaborate with both internal and external stakeholders, ensuring every customer feels heard and understood, strengthening relationships between MSC Cruises and our guests.,

• Resolves all guest complaints (cases) such as lost property, account errors, damaged or lost luggage, illness or general experience during their cruise
• Interacts with guests via telephone and email providing information in answer to complaints regarding all aspects of their cruise once they have returned home
• Coordinates with other departments to ensure effective resolution of the complaint case you have been assigned
• Provides detailed written responses to all guest complaints within ABTA guidelines
• Responds and investigates any ABTA complaint through their portal
• Issues refunds or compensation to guests as approved
• Keeps accurate records of discussions or correspondence with guests
• Supports the Senior Customer Service Executive in producing all defences for arbitrations and conciliation
• Maintains records in timely and accurate manner
• Supports the Legal Department and solicitors with invoicing and payments
• Communicates solutions, successes and opportunities to the Customer Service Manager
  
  Fluent English, oral and written
• Educated to 'GCSE' level standard or equivalent
• Very good knowledge of Microsoft Office package
• Experience of working to ABTA/other regulatory bodies is preferred
• Strong attention to detail
• Organisation and prioritisation skills