Special Needs Coordinator

MSC Cruises - Napoli, Campania

Napoli, CampaniaThe Special Needs Coordinator is the reference point for any Special Needs request, provides operational\/informational support to ashore\/onboard departments and identifies\/develops specific processes to spread to MSC Customer Service & Contact Centre agents.

  • Excellent level of written and spoken English with knowledge of Special Needs and Medical vocabulary;
  • Previous onboard or ashore experience in similar roles, dealing with Special Needs guests;
  • High level knowledge of Microsoft Office, Outlook and Cloud based databases;
  • Excellent communication and customer-oriented skills;
  • Proactivity, multitasking and flexibility;
  • Willing to travel for business and to work also during the weekend, if required.
  • Receives, assesses and answers Special Needs requests from Sales dept, Contact Centre Agents, Travel Agencies and onboard staff, coordinating and organizing solutions;
  • Acts as a liaison between different departments (Medical, Safety, Inventory, Legal, Sales, Operations) aligning needs and business requests;
  • Analyses Special Needs Guests feedback to enhance the Guest Experience;
  • Develops projects, builds CMS and databases to make information\/FAQ available for all offices, trains and coaches Customer Service & Contact Centre agents;
  • Assures that all the Special needs requests will be satisfied by adhering to all the international legislation (particularly to the “Americans with Disabilities Act”).

  • Right to work in Italy.
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.
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