Resolutions Specialist

MSC Cruises•Fort Lauderdale, FL

2d•Onsite

About The Position

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. The ideal candidate is a strong problem solver with excellent communication skills, a passion for helping others succeed, and a proven track record of delivering exceptional guest experiences. This position offers the opportunity to leverage operational expertise while contributing to agent development, process improvement, and overall Contact Center performance.

Requirements

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
Ability 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
Ability to adapt to changing business needs and work effectively in a dynamic environment
2+ years’ in contact center, customer service, hospitality, travel, or sales experience
Experience using customer relationship management (CRM) systems and multiple software applications simultaneously
Prove ability to achieve key performance metrics in a customer-focused environment
USA Greencard or passport holders

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
Accept escalated calls from agents and guests/travel advisors to provide next level of support
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
Other duties as assigned