B2C Contact Centre Agent

3 settimane fa

Naples, Italia MSC CRUISES A tempo pieno

JOB PURPOSE

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.

KEY ACCOUNTABILITIES

• 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.

QUALIFICATIONS (skills, competencies, experience)

• 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.

VISA REQUIREMENTS (if any)

Right to work in Italy



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