Contact Centre Agent

UB11 1AF, Uxbridge
Competitive Salary
14 Mar 2019
14 Apr 2019
Job function
Full Time
Contract Type

The Contact Centre Agent is a multi-media channel agent responsible for the effective handling of all individual clients’ requests coming by telephone, email and chat; as well as selling MSC Cruises products and services contributing to business objectives set by Head Office.

Key Responsibilities

  • Handles all telephone calls in line with the Service Standards and Procedures;
  • Uses the reservation systems to process telephone sales 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 and chats 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.

Job-Requirements: skills, competencies, experience

  • Fluent English, oral and written. Any additional European language is considered an advantage (Italian, Portuguese, German, Spanish and French);
  • 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;
  • Experience in CRS;
  • 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 educational;
  • Excellent verbal and written communication skills.

Information about visa requirements if any

Right to work in the UK

To apply for this role, please click on "Apply Now"

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