• Answer all calls in line with the MSC Cruises Service Standards
• Utilises the reservation system (DTS) to process telephone sales
• Promotes MSC Cruises products and services in order to generate revenue
• Seize opportunities to upsell products when they arise
• Provides assistance with first level problem resolution
• Confidently responds to questions and provides accurate information
• Discovers preferences and needs to guide callers to find their perfect cruise vacation
• Builds relationships with callers through warm, engaging conversations
• Strives to become a brand expert with a deep understanding of our ships, itineraries, ports of call and pricing programs
• Assist guests with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests
• Provides relevant information to guests in order to enhance customer service and loyalty
• Responds to guest emails and chats in line with the appropriate service level agreements
• Assists guests with their online bookings and web queries
• Reports guest 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
• International knowledge and experience
• Identify guest needs by clarifying information, explore every issue and provide solutions
• Develop and maintain sustainable relationships by engaging with customers by going the extra mile
• Flexibility to work in line with MSC Cruises operational requirements
• Fully conversant with MSC Cruises and associated products
• Constantly update knowledge by frequenting MSC Connect and MSC Cruises e-library to enhance knowledge
• Meet personal/team qualitative and quantitative targets
• Present a professional and favourable image of MSC Cruises at all times

Contact information

Paula Korkie