Bilingual Guest Resolution Specialist (Canada)

MSC Cruises; Mississauga; Vor Ort; CAD 42.000 - 60.000; Vollzeit

Zusammenfassung

MSC Cruises is seeking a Resolution Agent Coordinator for the Contact Center in Mississauga. The role focuses on real-time guidance to agents on bookings, policies and guest service, driving first-contact resolutions, and SME-level support on MSC policies and systems.

The ideal candidate will be a strong problem solver with excellent communication and a track record of guest satisfaction. This position supports a 7-day operation with evenings/weekends included, and is based in Canada.

Qualifikationen

• 2+ years of contact center or similar customer service experience.
• Consistent record of performance, attendance and professionalism.
• Strong collaboration and willingness to support peers and initiatives.
• Strong written and verbal communication skills.
• Bilingual in Quebec French (Québécois) and English is required.
• Ability to troubleshoot complex issues and make sound decisions.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Flexible schedule; 7-day-a-week operation across markets; evenings, weekends, and holidays may be required.

Aufgaben

• Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy questions.
• De-escalate situations with superior soft skills and empathy.
• Offer 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.

Kenntnisse

Customer service

Bilingual French-English

Communication skills

Problem solving

Adaptability

Jobbeschreibung

MSC Cruises is seeking a Resolution Agent Coordinator for the Contact Center in Mississauga. The role focuses on real-time guidance to agents on bookings, policies and guest service, driving first-contact resolutions, and SME-level support on MSC policies and systems.

The ideal candidate will be a strong problem solver with excellent communication and a track record of guest satisfaction. This position supports a 7-day operation with evenings/weekends included, and is based in Canada.