Accessibility Specialist

MSC Cruises is expanding its Contact Center Organization. MSC is a family-owned company offering a competitive salary as well as second-to-none benefits, including exclusive employee cruise privileges.

Job Purpose:
This position involves researching and resolving requests related to the accessibility needs of our passengers. The role offers the opportunity to provide expert assistance in creating memorable experiences. Additionally, the agent will address escalated concerns about accessibility requests. Follow-up with guests will be conducted via email and phone calls. This is a detail-oriented, fully remote position and supports the US and Canadian markets.

#LI-MK

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• Associate or bachelor's degree or equivalent combination of education and\/or relevant customer service experience.
• 2+ years of customer service experience. Travel industry experience is a plus.
• Strong communicator
• MS Office suite (Word, Excel) preferred

Work independently to handle the guest request

Strong critical thinking skills with the ability to make decisions based on company guidelines

Have a sense of urgency when replying to guests, travel partners, and executives

Maintain a positive attitude when managing difficult assignments

Making decisions that will be beneficial to guests, travel partners, and the organization

Able to conduct extensive research via DTS\/Otalio\/CRM\/Siebel

Works well with internal departments

Record, maintain, and share all data to address the root cause of escalations

VISA REQUIREMENTS (if any)

• USA work authorization is required

MSC Cruises USA is an equal opportunity employer that complies with EEOC rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.