Post Cruise Support Agent

MSC Cruises • Fort Lauderdale, FL

10h • Remote

About The Position

This position involves researching a wide range of guest concerns, including—but not limited to—complaints. It offers the opportunity to provide expert-level assistance while working toward resolution, ensuring guest satisfaction, and encouraging repeat travel with MSC Cruises. This detail-oriented, fully remote role primarily supports the U.S. market and, as business needs arise, may also support the Canadian market.

Requirements

• 2+ years Contact Center or other similar customer service experience
• Strong written and verbal communication skills. Strong troubleshooting, de-escalation, and multi-tasking skills
• Demonstrated thorough knowledge of MSC policies, procedures, and systems
• Meets/exceeds Contact Centre KPI’s
• Must be in good standing with the organization, with no written or verbal disciplinary actions in their file
• Must be able to work evenings, weekends, and holidays
• Must be willing to take guest phone calls and/or call guests when needed or applicable to resolve the inquiry
• US Passport or US Permanent Resident

Responsibilities

• Work independently to handle guest requests
• 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

Benefits

• Generous Time Off
• Up to 24 vacation days (based on level and tenure)
• 7 sick days annually
• 10 paid holidays annually
• Comprehensive Medical Coverage
• Competitive bi-weekly premiums
• Company contributions to HSA plans
• Multiple coverage options for employees and families
• Dental
• Low-cost coverage options
• Orthodontic benefits, including Invisalign for adults
• 401(k) with Company Match
• Up to 4% company match
• Safe harbor plan with no vesting schedule
• Traditional (pre-tax) and Roth (post-tax) options
• Additional Benefits & Perks
• Friends and family discounts on sailings
• Vision coverage (VSP)
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Critical illness, accident & hospital indemnity coverage
• Pet insurance
• Legal plan
• Health & wellness stipend – up to $50 / month
• 50% discounted membership at premier local fitness center
• Tuition reimbursement – annual reimbursement of up to $5k / year
• Benefits may vary based on position, location, and eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees