This is a great opportunity for individuals who enjoy working from home by interacting with customers and providing top-notch service. If you are passionate about customer service and have the necessary skills and experience, we would love to hear from you. You will be receiving incoming calls and assist our client’s customers interested in booking the MSC cruise line. The MSC Cruises experience embodies the
elegant side of the Mediterranean to create unique and unforgettable emotions for guests, through the discovery of the world’s cultures, beauties, and tastes. MSC Cruises translates its passion for the sea into a commitment to excellence in hospitality, professionalism, dedication, and mastery of every single detail
to ensure the complete happiness and satisfaction of each and every guest. The hourly pay is $12.50 and you will be paid Biweekly. You will receive a free training and passing a certification exam is required prior to the production schedule. The Application and course enrollment deadline is November 20, 2023, the course will start November 27/2023 and the production schedule will start on December 14 2023.

Class Times Offered
Monday – Friday
9:00 a.m. – 1:00 p.m. ET
2:00 p.m. – 6:00 p.m. ET
5.00 p.m. – 9.00 p.m. ET

Servicing Times Available

Intervals Available*
Monday – Friday
8:00 a.m. – 11:00 p.m. ET

Saturday & Sunday
9:00 a.m. – 9:00 p.m. ET

Special Servicing Requirements*

• 3 hours (6 intervals ) required on Mondays
• 1 1⁄2 hours (3 Intervals) required on
  Saturday and/or Sunday

System and Equipment

• A USB headset is required (during class and while servicing)
• Wireless headsets are not supported
• Chrome browser 77 and above
• .net Framework v 3.5 or higher
  Equipment Must Meet Platform Standards

What to Expect

On a day-to-day basis, Service Partners can expect to participate in
the following activities:

• Responding to general inquiries
• Describing the booking options
• Explaining billing process and options
• Accepting and processing requests for information materials
• Researching and resolving customer complaints
• Billing clarification questions
• Transferring calls to Client customer service when required
• Additional services as mutually agreed upon by Client and Mariketa

Capabilities of Top Performing Service Partners for this Program

• Outstanding problem-solving skills
• Agents will need to have sales ability, able to multitask and take quick notes, and
  have a knowledge of geography.
• Displays patience, empathy, an ability to manage stress, the ability to work under
  pressure
• Skilled and efficient in writing and verbal communication
• Provides knowledgeable, friendly and eloquent customer service

Training and Certification details

PHASE I: eLearning & Self-Paced Work: 11/27/2023 – 12/13/2023

In this phase, agents will learn about the MSC client, call type and how to handle inquiries, sales and
escalations. This course requires strong attention to detail, lengthy periods of intense concentration, and a great deal of learner involvement and class participation. 10 days: Four hours of instructor-led content
per day and up to two hours of self-paced content.

PHASE II: Certification Call-Taking Earn While You Learn: 12/14/2023 – 12/20/2023

Live call-taking

• Apply what you’ve learned during live call-taking!
• During this phase there will be 2 hours of live call taking along with 2 hours of Instructor-led classroom.
• Service Partners are required to service a minimumof 15 hours per week through the end of the Certification

Certification Completion Criteria

• 100% completion of daily self-paced modules each day as well as complete attendance of
  instructor-led sessions each day
• Completion of all assessments and knowledge checks with a score of greater than or equal to
  80%
• Successful completion of all Support Resource Mock Simulations at 90% or better
• Successfully handle live customer calls by demonstrating proven customer service skills
• Complete a minimum of 10 hours (20 intervals) of live call-taking during Phase II
• After Phase II, service a minimum of 15 hours (30 intervals) weekly with 90% Commitment
  Adherence
• Minimum of 90% attainment of client metrics compared to target
• All learners must complete the Service Partner Security Awareness self-paced course and score
  85% or higher on the assessment before the last day of class in order to be certified

IMPORTANT INFORMATION REGARDING BACKGROUND CHECKS

We are only accepting applicants from the United States with the exclusion of California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, Minnesota, New York, Oregon, Vermont, Washington, Wisconsin, and the District of Columbia.

This role requires the Background check and there is fees associated with it as it is done by the 3rd party company. With that being said, you will be required to pay $30.00 for background check and if you don’t pass it, we will not hire you. Please note a credit freeze will delay the process. If you have frozen your credit, you will have to temporarily lift the credit freeze with Experian. You do not need to lift the freeze at the other credit bureaus. Please lift the freeze for a minimum of 10 days. You will need to wait at least 24 hours before attempting the background check.

If you have recently changed your name, it may delay or disrupt the background check. Please
make sure that full and correct legal name is included in your profile and provided in the
background check step. Also, please ensure the Experian is aware of your name change.

BENEFITS

Discounted Cruise Incentive
New! Service Partners are eligible to receive discounted cruise rates!*
Customer Service Representative providing services on the MSC Cruises Sales & Service and MAX program are eligible to receive discounted Cruise Only Rates. When the below qualifiers are met.

Discounted cruise qualifiers:

• To be eligible to book the cruise, service a minimum of 20 hours (40 intervals) weekly for 8
  consecutive weeks with a Commitment Adherence of ≥ 90%
• Service Partners must be servicing the MSC Cruises program with an active SOW at the
  time of the cruise.
• Discounted pricing as of 10/25/2023 for this sample cruise priced for 2 guests:

MSC Seashore with the Escape to Sea Promotion sailing from Portal Canaveral
for 7 nights

• IB Category Discounted Rate is only $698. for 2 Adults. Non-discounted
  rate is $1,238.
• OB Category Discounted Rate is only $1,142 for 2 Adults. Non-discounted
  rate is $1,798.
• Taxes, fees, and port expenses (TFPs) are additional for each guest.
• Some blackout dates apply
• Discount codes will be provided once the criteria is met
• Cruise Only Rates include food and complimentary beverages. Specialty dining not included.