Dewislen
Warning Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.

Customer Service Executive - United Kingdom, Woking

Manylion swydd
Dyddiad hysbysebu: 06 Mawrth 2025
Oriau: Llawn Amser
Dyddiad cau: 05 Ebrill 2025
Lleoliad: GU21 6 QX
Gweithio o bell: Ar y safle yn unig
Cwmni: MSC Cruises Management (UK) Limited
Math o swydd: Parhaol
Cyfeirnod swydd: JB04538

Crynodeb

LINE MANAGER: Customer Services Manager JOB PURPOSE

As Customer Service Executive you will enjoy investigating and resolving assigned cases in line with company policy and ABTA guidelines. With a keen eye for detail and a passion for excellent customer service, seeking the best outcome for our guests will be top priority. A natural solution seeker, you will collaborate with both internal and external stakeholders, ensuring every customer feels heard and understood, strengthening relationships between MSC Cruises and our guests.


*This is a full time office based role in Woking, Surrey*
KEY ACCOUNTABILITIES

• Resolves all guest complaints (cases) such as lost property, account errors, damaged or lost luggage, illness or general experience during their cruise

• Interacts with guests via telephone and email providing information in answer to complaints regarding all aspects of their cruise once they have returned home

• Coordinates with other departments to ensure effective resolution of the complaint case you have been assigned

• Provides detailed written responses to all guest complaints within ABTA guidelines

• Responds and investigates any ABTA complaint through their portal

• Issues refunds or compensation to guests as approved

• Keeps accurate records of discussions or correspondence with guests

• Supports the Senior Customer Service Executive in producing all defences for arbitrations and conciliation

• Maintains records in timely and accurate manner

• Supports the Legal Department and solicitors with invoicing and payments

• Communicates solutions, successes and opportunities to the Customer Service Manager
QUALIFICATIONS (skills, competencies, experience)

• Fluent English, oral and written

• Educated to ‘GCSE’ level standard or equivalent

• Very good knowledge of Microsoft Office package

• Experience of working to ABTA/other regulatory bodies is preferred

• Strong attention to detail

• Organisation and prioritisation skills
VISA REQUIREMENTS (if any)

• Full Right to Work in the UK


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.
Please apply with job reference number