Overview JOB PURPOSE In line with MSC Cruises values, (“We Care for People” and “Family Company”), the Care Team Specialist offers support to guests and crew facing difficult circumstances, ensuring that affected persons don’t feel alone, but feel represented in their care needs with human touch, aiming to ensure the best experience to guests and crew. Key Accountabilities Provide emotional and logistical support to guests and crew facing difficult and critical circumstances remotely (by phone and mail) or in person; In particular circumstances, travel to the location (Italy and abroad) where support is needed, to provide direct assistance to guests (and / or family members) and crew during a crisis event; Establish contact with companions / family members of affected persons travelling with and provide them support; Establish contact with the local and international Authorities; Facilitate the resolution of guest / crew complaints and requests in a timely and professional manner; Keep records of important data in compliance with GDPR regulations; Attend staff meetings, trainings and working in a team. Qualifications (skills, competencies, experience) A previous experience or training in a similar role is preferred; Experience in Front of House departments and / or in social contexts; On board cruise ship experience is considered an advantage; Fluency in English plus at least two of the following languages : French, Spanish, German, Arabic, Russian, Chinese, Japanese, Portuguese; Knowledge of Microsoft Office tools and the most common social media; Strong customer / analytical approach and high level of attention to detail; Excellent communication, organization, time management and problem solving skills; Able to follow through with assigned tasks, working in a team, dependable and self-motivated; Availability to short- notice travel, flexibility and adaptability skills; Working regularly scheduled weekend days & holidays. Visa Requirements (if any) Right to work in Italy. J-18808-Ljbffr