JOB PURPOSE
In line with MSC Cruises service standard & procedures, the B2C Contact Centre Agent promotes MSC Cruises products and services to consumer and provides the customer service, handling all individual clients’ requests - coming by telephone, email and chat.
KEY ACCOUNTABILITIES
• Handles individual clients’ telephone calls, in line with the Service Standards and Procedures;
• Promotes MSC Cruises products and services;
• Uses the reservation systems to process telephone sales for individual clients;
• Assists clients with specialist support and after-sales service;
• Assists clients with their online booking and other web queries;
• Responds to clients’ requests coming by several channels ;
• Provides support and information to clients in order to enhance customer service and loyalty;
• Reports customer feedback on web functionalities and content.
QUALIFICATIONS (skills, competencies, experience)
• Fluent in Italian and English. Any additional European language (in particular French and German) is considered an advantage;
• University degree (Economics, Business Administration, Marketing & Communication, Linguistic studies);
• Experience of dealing with clients either over the phone or face to face;
• Sales experience;
• Good knowledge of Microsoft Office;
• Communication and interpersonal skills;
• Sales and persuasion skills;
• Proactivity and results orientation;
• Customer Orientation.
VISA REQUIREMENTS (if any)
Right to work in Italy