Customer Service Executive

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.

• 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

• 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

• Full Right to Work in the UK