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For Companies At a Glance
- Tasks: Support Cruise guests with bookings and information, ensuring excellent customer satisfaction.
- Company: Join MSC Cruises, a vibrant team dedicated to creating unforgettable travel experiences.
- Benefits: Enjoy full training, a dynamic work environment, and opportunities for career growth.
- Why this job: Make a real impact in customer service while working in a fun, inclusive atmosphere.
- Qualifications: GCSE level education, strong English skills, and some experience in travel or customer service preferred.
- Other info: Embrace diversity and be part of a global team making a positive difference.
The predicted salary is between 28800 - 43200 £ per year.
Your 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.
Your Impact
• 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
Your Journey so far
• 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
Your Essentials
• Full right to work in UK
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
Contact Centre Agent employer: MSC Cruises
Contact Detail:
MSC Cruises Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Agent
✨Tip Number 1
Familiarise yourself with MSC Cruises and their offerings. Understanding the different cruise packages, destinations, and services will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills. Since you'll be handling inquiries and supporting guests, practice active listening and problem-solving techniques to demonstrate your ability to enhance customer satisfaction.
✨Tip Number 3
Network with current or former employees of MSC Cruises. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare for potential role-play scenarios during the interview. As a Contact Centre Agent, you may be asked to handle mock customer inquiries, so practising these situations can boost your confidence and performance.
We think you need these skills to ace Contact Centre Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, particularly in the travel industry. Emphasise any roles where you've handled inquiries or supported clients, as this aligns with the responsibilities of a Contact Centre Agent.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and the travel industry. Mention specific examples of how you've provided excellent support in previous roles and express your enthusiasm for working with MSC Cruises.
Highlight Relevant Skills: In your application, focus on your verbal and written communication skills, as well as your organisational abilities. Mention your proficiency in Microsoft Office and any experience you have with reservation systems, as these are crucial for the role.
Show Knowledge of the Cruise Industry: Demonstrate your understanding of the cruise industry and geographical knowledge of destinations offered by MSC Cruises. This can set you apart from other candidates and show your genuine interest in the position.
How to prepare for a job interview at MSC Cruises
✨Know Your Cruise Facts
Familiarise yourself with MSC Cruises' offerings, destinations, and services. Being able to discuss specific cruises and answer questions about them will show your enthusiasm and knowledge during the interview.
✨Demonstrate Customer Service Skills
Prepare examples from your past experiences where you provided excellent customer service. Highlight how you handled difficult situations or went above and beyond to ensure customer satisfaction, as this role heavily relies on these skills.
✨Practice Communication
Since the role requires excellent verbal and written English skills, practice articulating your thoughts clearly. You might even want to rehearse common interview questions with a friend to build confidence in your communication abilities.
✨Showcase Teamwork Experience
The job involves working closely with travel partners and colleagues. Be ready to discuss your experience in team settings, how you contribute to group goals, and any instances where you supported new staff or participated in projects.
