Bilingual Resolution Agent Coordinator – Canada

MSC Cruises; Fort Lauderdale (FL); On-site; USD 42,000 - 62,000; Full time

Job summary

MSC Cruises is seeking a Resolution Agent Coordinator to support a dynamic Contact Center in Fort Lauderdale. You will provide real-time guidance on bookings, guest services, and policies, helping agents resolve issues quickly while maintaining superb guest experiences.

The role requires strong problem-solving, exceptional communication, and bilingual French-English abilities. You will contribute to agent development, process improvements, and cross-functional collaboration in a 7-day operation.

Qualifications

• 2+ years in contact center or similar customer service experience.
• Proven track record of performance, attendance, and professionalism.
• Strong collaboration skills and willingness to support peers and initiatives.
• Excellent written and verbal communication skills.
• Bilingual in Quebec French (Québécois) and English.
• Ability to troubleshoot complex issues and make sound decisions.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to support a 7-day operation including evenings, weekends and holidays.

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.

Skills

Problem solving

Communication

Bilingual French-English

Multi-tasking

Job description

MSC Cruises is seeking a Resolution Agent Coordinator to support a dynamic Contact Center in Fort Lauderdale. You will provide real-time guidance on bookings, guest services, and policies, helping agents resolve issues quickly while maintaining superb guest experiences.

The role requires strong problem-solving, exceptional communication, and bilingual French-English abilities. You will contribute to agent development, process improvements, and cross-functional collaboration in a 7-day operation.