Post Cruise Support Agent

Where passion meets opportunity

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

Your Purpose

MSC Cruises is expanding its Contact Center Organization. We are hiring for a Post-Cruise Support Agent.  We offer a competitive starting salary as well as second-to-none employee benefits and the opportunity to work from home.  MSC is a family-owned company and is committed to promoting employees from within. The right person for this role will be highly motivated to retain our guests and uphold our guest-centric culture. 

Your Impact

• Work independently to handle guests’ requests via email or phone 
• 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 
• Assists with training and ongoing development of new agents as needed.  

Your Journey so far

• 2+ years of 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

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!