Tier 2 Agent

MSC Cruises•Fort Lauderdale, FL

16h•Remote

About The Position

MSC Cruises is expanding its Contact Center organization and is seeking a Tier 2 Support Agent to join our growing team. This role offers a competitive salary, exceptional employee benefits, and the opportunity to work remotely. As a family-owned company, MSC Cruises is deeply committed to internal career growth and development. The ideal candidate is highly motivated, solution-oriented, and passionate about delivering outstanding guest experiences while supporting our guest-centric culture.

Requirements

Associate or bachelor’s degree, or an equivalent combination of education and relevant customer service experience
Minimum of 2 years of customer service experience
Willingness to learn all functions within the Tier 2 scope, including Voyagers Club, Status Match, Sailing Support, and Friends & Family programs
Strong verbal and written communication skills
Flexibility to make outbound calls or handle inbound calls based on business needs

Nice To Haves

travel industry experience is a plus
Proficiency in Microsoft Office (Word, Excel) preferred

Responsibilities

Independently manage and resolve guest inquiries via email and phone
Apply strong critical thinking skills to make decisions aligned with company policies and guidelines
Demonstrate a sense of urgency when responding to guests, travel partners, and internal stakeholders
Maintain professionalism and a positive attitude when handling complex or sensitive situations
Make informed decisions that balance guest satisfaction with business objectives
Conduct detailed research using internal systems (DTS, Otalio, CRM, Siebel)
Collaborate effectively with cross-functional teams and internal departments
Accurately document, track, and analyze cases to identify and address root causes of escalations
Support onboarding, training, and ongoing development of new team members as needed