Customer Service Executive

Woking, England, United Kingdom

7/1/2025

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Customer Service Agent/Executive main purpose is to resolve every complaint case assigned in a satisfactory manner in compliance with company policy and ABTA guidelines to ensure the retention of our guests for years to come. You will be responsible in liaising with all relevant stakeholders in a timely manner to ensure you close your cases within the timeframes set under the ABTA guidelines.

Your Impact

• Resolve all guest complaints (cases), such as; lost property, account errors, damaged or lost luggage, illness or general experience during their cruise.
• Interacting with guests, via telephone and email providing information in answer to complaints regarding all aspects of their cruise once they have returned home.
• Coordinating with other departments as necessary to ensure effective resolution of the complaint case you have been assigned.
• Providing a detailed written responses to all guest complaints within ABTA Guidelines.
• Responding and investigating any ABTA complaint through their portal.
• Issuing refunds or compensation to guest as approved;
• Keeping accurate records of discussions or correspondence with guest;
• Supporting the Senior Customer Service Executive in producing all defences for arbitrations and conciliations
• Supporting the Legal department and solicitors with invoicing and payments .
• Communicating solutions, successes, and opportunities to the Supervisor of Customer Service
  
  

Your Journey so far

• A track record in the travel industry either in retail or tour operations/airline reservations;
• Attention to detail
• Good geographical knowledge particularly areas featured in MSC Cruises product
• Organisation and prioritisation skills
• Ability to work flexibly to the needs of the business and under pressure
• Ability to think outside the box and be open to new challenges
• Flexibility to attend training events
• Excellent verbal and written communication skills
  
  

Your Essentials

• Fluent English, oral and written. Any additional European language is considered an advantage
• Educated to ‘GSCE’ level standard or equivalent
• Very good knowledge of Microsoft Office package
• Right to work in the UK
  
  

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!