Service Consultant - Resolution Team

Your Purpose

The Service Consultant - Resolution Team provides support to customer service teams across various demands, aiming to resolve issues and ensure maximum satisfaction for guests and partner agencies of MSC Cruises. The consultant is expected to work closely with designated teams and offer support to achieve the highest level of guest and partner agency satisfaction, aligned with the company’s vision and values. 

Your Impact

• Address and resolve guest and partner agent inquiries using first-contact resolution skills, with courteous and effective communication.

• Act as a liaison with other departments to resolve issues and offer solutions to guest and partner agent requests, while actively maintaining effective relationships across support departments.

• Carefully evaluate resolution options and demonstrate interpersonal skills when managing complex situations related to daily cases, including guiding consultants and assistants, ensuring effective outcomes;

• Recommend improvements to products, booking documentation methods, revenue and reservation management procedures, services, and processes;

• Analyze trends in guest and agent requests to guide and enhance the overall efficiency of service and support organizations, working directly with the team management;

• Handle complex requests and analyses from travel agents and direct guests concerning all components of a reservation or previous interactions, including historical records and prior contacts;

• Assist with handling correspondence, making and receiving calls, and organizing meetings with travel agents and guests regarding itinerary changes, balances, refunds, unpaid payments, commission inquiries, and other topics assigned by supervision or coordination;

• Review contacts and formal communications, monitoring outcomes with supervision regarding interactions and necessary changes in reservations;

• Occasionally support administrative activities for the Quality and Training team by structuring improvement training and collaborating on the customer service knowledge base.

Your Journey so far

• Fluency in Portuguese and intermediate level of English;

• Bachelor’s degree (completed or in progress) in Tourism and Hospitality, Business Administration, Process Management, or related areas;

• Extensive experience in customer service (via phone, email, chat, or in person);

• Proficiency in Microsoft Office;

Your Essentials

• Strong analytical and problem-solving capabilities;
• Excellent communication and interpersonal skills;

• Ability to resolve complex problems with resilience and ownership, managing demands from start to finish;

• Proactivity, analytical mindset, and result orientation.