Agent Resolution Specialist

MSC Cruises•Fort Lauderdale, FL

About The Position

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.

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.
US Passport or US Permanent Residents

Responsibilities

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.