Agent Resolution Specialist

Where passion meets opportunity The best of your adventures is the one you have yet to sail! Your Purpose The Agent Resolution Specialist role is responsible for providing immediate and expedient support via Microsoft Teams or Slack to the Contact Center Agents. This includes troubleshooting complex reservation and guest facing issues and advising the Contact Centre Agents on the appropriate action. This role will be empowered to drive resolution, according to the documented and provided guidelines. Your Impact Provides first level assistance to internal Contact Center and outsource agents. Provides immediate solutions for first contact resolution. Accepts escalated calls from representatives to provide next level of support. Escalates unresolved issues to the department manager when necessary. Tracks interactions to support analysis, training, and process improvement activities. Routes and redirects issues to appropriate resources. Provides guidance and educates the agents on where and how to find the necessary information, with an emphasis to increase the representative's job knowledge and independence. IE: leverages the knowledge base and MSC Website Follows up with customers and Travel Partners, provides feedback, and oversees problems through to resolution. Ensures proper resolution, documentation and closure Recommends procedure modifications and improvements to the leadership team. Consistently demonstrates superior soft skills and empathy to de-escalate situations. Other duties as assigned. Your Journey so far EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS: 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. Your Essentials US Passport or US Permanent Residents MSC Cruises USA is an e-verify employer MSC Cruises USA is an equal opportunity employer that complies with EEOC 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!

Created: 2026-03-10