Where passion meets opportunity
The best of your adventures is the one you have yet to sail
Your Purpose
The Contact Centre is a very busy, vibrant team, responsible for the effective handling of all incoming requests regarding MSC Cruises. The Team Leader's role is to assist the Team Manager, with leading a team of 10-15 Contact Centre Agents, whilst also actively handling telephone calls and emails with travel agents and direct customers for bookings and service requests. Team Leaders will assist with coaching the team, handling any issues and will motivate and act as a role model to their team in order to achieve or exceed team KPIS and targets. This is the ideal role for an experienced Contact Centre Agent, who is looking to develop their management skills.
Your Impact
* Handle all inbound enquiries; (mainly by phone or email) in line with service standards and procedures.
* Use our inhouse reservation systems to process sales by phone or email.
* Promote and upsell MSC Cruises products and services to generate revenue
* Assist clients/travel agents with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests.
* Provide relevant information to enhance customer service, loyalty and to help them make an informed decision about what holiday they book for themselves or their client.
* Report customer/agent feedback on web functionalities and content.
* Support, train and coach new staff.
* Take ownership and coordinate specific operational projects & tasks.
* Have a complete knowledge of and work in line with MSC Service Standards & Procedures and share with the team
* Contribute ideas for training & participate in coaching & monitoring to ensure service levels are met.
* Run relevant reports and deliver morning team briefings as required.
* Work across the entire contact centre to actively support the team with their daily duties when required.
Your Journey so far
* Working knowledge of Microsoft Office
* Travel industry experience in either retail, reservations or customer service desirable
* Call centre experience in a sales or customer service environment
* Knowledge of the cruise industry and geographical knowledge of destinations featured by MSC Cruises
* Organisation and prioritisation skills
* Ability to think outside the box and be open to new challenges
* Flexibility to attend training events and/or educationals
* Ability to build strong relationships with internal departments & travel agencies.
Your Essentials
* Fluent English with excellent verbal & written communication skills and numerate
* Educated to 'GCSE' level standard or equivalent
* 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