Job description

MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Contact Center Organization. As we continue
to enjoy the re-emergence of the cruise industry, our contact center is hiring for multiple positions including a Knowledge Base Specialist. This role is accountable for all the processes and tools to build, share, and develop knowledge. To perform all tasks associated with updating, maintaining, and adding to the Knowledge Management system. MSC is a family owned company offering competitive salary as well as second to none benefits including exclusive employee cruise privileges.

• 2+ years managing a knowledge base or intranet system or relevant experience in adult learning
• Experience working in a contact center preferred
• Demonstrated competency with Microsoft Office Products, Messaging apps such as Teams or slack, previous experience with Confluence preferred
• Exceptional communication abilities, including writing, speaking and active listening
• Create, update, and otherwise enhance our intranet & knowledge base pages
• Create and update guides by working with SME’s and department leaders
• Digital content creator (when needed) in various formats including written documentation, process flows, video, and other media formats
• Manage a cadence on content review and compliance to ensure that content is updated on a timely basis
• Creative mindset to design content with the audience in mind. Good understanding of how and when to present visuals to assist the end user in absorbing the information
• Host agent upskills with communication updates as needed
• Participate in modifying and creating training content
• Serve as a backup for Guest communications
• Otherwise assist manager as needed on other strategic projects

VISA REQUIREMENTS (if any) 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.

Job Type: Full-time

Pay: From $53,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Shift:

• 8 hour shift
• Morning shift

Weekly day range:

• Monday to Friday

Work Location: Remote

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