Post-Cruise Support Agent

MSC Cruises • Fort Lauderdale, FL

6d

About The Position

The Post-Cruise Support Agent provides exceptional support to guests, travel advisors, and internal stakeholders by researching and resolving post-cruise inquiries and escalated concerns. The role is a key resource for delivering timely, accurate, customer-focused resolutions, supporting a positive guest experience, and contributing to continuous service improvement. The ideal candidate is a strong problem solver with excellent communication skills, a passion for helping others succeed, and a proven record of delivering exceptional guest experiences.

This position supports a seven-day-a-week operation. Scheduled hours may include evenings, weekends, and holidays. Flexibility is required because schedules may be adjusted based on business needs. Candidates must remain available and engaged through the end of their scheduled shift, including during periods of high call volume.

Requirements

• At least 2 years of contact center, customer service, hospitality, travel, or sales experience.
• Experience using customer relationship management (CRM) systems and multiple software applications simultaneously.
• Proven ability to achieve key performance metrics in a customer-focused environment.
• Demonstrated reliable attendance, strong performance, and professional conduct.
• Ability to collaborate 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 skills, including the ability to troubleshoot complex issues and make sound decisions independently.
• Ability to 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.
• Ability to adapt to changing business needs and work effectively in a dynamic environment.
• Flexibility to work schedules that may include evenings, weekends, and holidays, and to remain engaged through the end of a scheduled shift.

Responsibilities

• Manage post-cruise guest and travel advisor inquiries by phone and email, ensuring timely and professional resolution.
• Investigate and resolve complex post-cruise concerns through detailed research across multiple systems, including the internal reservation platform, CRM, and Siebel/Salesforce.
• Use critical thinking and sound judgment to make decisions aligned with company policies, guest satisfaction, and business objectives.
• Respond with urgency and accountability to guests, travel advisors, executive teams, and internal stakeholders.
• De-escalate concerns and maintain a positive, solution-oriented approach in challenging situations.
• Accurately document, maintain, and communicate case details, resolutions, and trends to support root cause analysis and service improvements.
• Collaborate with cross-functional teams to resolve issues and support a seamless guest experience.
• Support onboarding, training, and ongoing development of new team members as needed.
• Identify process-improvement opportunities and share recommendations with leadership.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed