JOB NUMBER: JB00171

VACANCY NUMBER: ADV00265

SHARE: https://www.careers.msccruises.com/vacancy/ADV00265/b2c-contact-centre-agent-naples

ORGANIZATION: MSC Crociere S.P.A.

BUSINESS AREA: Office

LINE MANAGER: Contact Centre Manager

MSC Cruises is the world’s third-largest cruise brand as well as the leader in Europe, South America, the Gulf region, and Southern Africa with more market share in addition to deployed capacity than any other player. It is also the fastest-growing global cruise brand with a strong presence in the Caribbean, North America, and Far East markets. Headquartered in Geneva, MSC Cruises is one of the two brands that sit within the Cruise Division of MSC Group, the leading privately held Swiss-based shipping and logistics conglomerate with over 300 years of maritime heritage. MSC Cruises – the contemporary brand - has a modern fleet of 22 cruise ships with three new vessels due to be launched in 2025, 2026, and 2027.

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.

• 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.

• 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.

Right to work in Italy

In the course of our recruitment and selection process, we may make your Personal Information available to third parties such as recruitment agency, intermediaries and other business partners.