Resolutions Specialist
The Role
The Resolutions Specialist serves as a key support resource for Contact Center agents, providing real-time assistance to resolve complex booking-related issues. This role helps drive first-contact resolutions, escalates concerns when appropriate, and acts as a subject matter expert on MSC policies, procedures, and systems.
Responsibilities
- Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy related questions
- Consistently demonstrate superior soft skills and empathy to de-escalate situations
- Provide immediate solutions for first contact resolution with guests and travel advisors
- Follow up with guests and travel advisors to provide feedback, and oversee problems through to resolution
- Escalate unresolved issues to the department leader when necessary
- Track interactions to support analysis, training, and process improvement activities
- Route and redirect issues to appropriate touchpoints
- Ensure proper resolution, documentation and closure of issues
- Recommend procedure modifications and continuous improvement opportunities to leadership
Qualifications
- Demonstrated history of reliable attendance, strong performance, and professional conduct
- Proven ability to work collaboratively in a team environment and contribute positively to organizational goals and initiatives
- Experience learning, interpreting, and applying company policies, procedures, and systems
- Excellent written and verbal communication skills
- Strong problem-solving abilities with the capacity to troubleshoot complex issues and make sound decisions independently
- Able to effectively manage multiple priorities in a fast-paced, high-volume environment
- Proven track record of meeting or exceeding performance goals, quality standards, and customer service expectations
- Strong attention to detail and commitment to delivering an exceptional customer experience
- Able to adapt to changing business needs and work effectively in a dynamic environment
Benefits
This position supports a 7-day-a-week operation. Scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business needs. Candidates must be able to remain available and engaged through the end of their scheduled shift, including periods of high call volume.
Pay
Details TBD
Schedule
Details TBD
About MSC Cruises
MSC Cruises 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 extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees, and our planet.
Apply Now
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.