Strategic Accounts Resolution Specialist

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

MSC Cruises, the market leader in Europe, South America, the Middle East and Southern Africa, with a strong and growing presence in North America and the Far East, is expanding its Contact Center Organization.  This position provides expert assistance to analyze, troubleshoot, and resolve complex booking challenges.  MSC is a family-owned company offering a competitive salary as well as second-to-none benefits, including exclusive employee cruise privileges.   

Your Impact

• Build and maintain strong, professional relationships with key Travel Partner personnel.
• Manage salse and service requests and escalations from agents and Business Development Managers regarding B2B service concerns or failures, ensuring prompt resolution and effective communication.
• Provide first-call resolution for various pre-cruise situations, including reservations, product inquiries, pricing, promotions, services, and payments/refunds.
• Utilize a structured resolution framework to make informed decisions on exceptions to company guidelines, including price protection, upgrades, and compensatory gestures for service failures.
• Collaborate with cross-functional teams to assess the validity of issues, exploring options and implementing effective solutions.
• Identify and report underlying system or policy issues that contribute to service failures, ensuring continuous improvement.
• Skillfully analyze service history to evaluate and resolve booking issues, using data-driven insights.
• Deliver professional and efficient service through excellent communication skills via telephone and email.
• Assist with standard Contact Center responsibilities. On occasion, you may be asked to assist with other Contact Center departmental duties to support overall business needs.

Your Journey so far

• Minimum of 3 years Customer Service, Resolution or Executive Escalation experience 
• Plus, 3 years of Contact Center experience, preferably in Cruise, Hospitality or Travel Agency 
• Ability to work effectively under pressure 
• Ability to maintain composure and patience in the face of difficult situations 
• Proficient in MS Office, Reservation Systems, and Telephony Systems such as PureCloud, Genesys and CRM systems such as Siebel 

Your Essentials

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!