Contact Centre Agent

JOB PURPOSE The Cruise Contact Centre Agent is an individual responsible for the effective handling of all individual clients' requests coming by email/telephone, in line with MSC Service Standards & Procedures. The Contact Centre Agent is also responsible to sell MSC Cruises products and services to contribute to the achievement of the business objectives set by Head Office and to the delivery of operational excellence and quality of service towards MSC Cruises customers.This is a remote working position with the requirement to travel to our Head Office in West London once a monthKEY ACCOUNTABILITIES · Handles all email queries in line with the Service Standards and Procedures · Uses the reservation systems to process email sales and queries for individual clients · Promotes MSC Cruises products and services to generate revenue · Assists clients with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests · Provides relevant information to clients to enhance customer service and loyalty · Responds to client emails in line with the appropriate service level agreements (SLAs)· Assists clients with their online booking and other web queries · Reports customer feedback on web functionalities and content · Assists with in-house support and training of new staff, when required · Participates in specific operational projects, as required · Assists when instructed by the Contact Centre Supervisor or Team Leader in their absence on other inbound channels where there is a business need QUALIFICATIONS · Fluent English, oral and written. · Educated to ‘GSCE' level standard or equivalent · Very good knowledge of Microsoft Office package · A track record in the travel industry either in retail or tour operations/airline reservations preferable · Good geographical knowledge particularly areas featured in MSC Cruises product · 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 · Flexibility to attend suppliers training events and/or educationals · Excellent verbal and written communication skills.VISA REQUIREMENTS Full Right to Work in the UK #LI-CL1