Post-Cruise Guest Experience Specialist

MSC Cruises; Fort Lauderdale (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

MSC Cruises USA seeks a Post-Cruise Support Agent to provide exceptional support to guests, travel advisors, and internal stakeholders by researching and resolving post-cruise inquiries and escalated concerns. This role demands strong problem-solving, outstanding communication, and a proven track record of delivering guest experiences.

The position handles inquiries by phone and email, researches across systems including CRM, Siebel, and Salesforce, documents resolutions, and supports service

Qualifications

• 2+ years in contact center, customer service, travel, or sales.
• Experience using CRM systems and multiple software apps concurrently.
• Proven ability to meet key performance metrics in a customer-focused environment.

Responsibilities

• Handle post-cruise guest and travel advisor inquiries by phone and email with timely, professional resolutions.
• Research and resolve complex concerns across multiple systems including CRM, Siebel/Salesforce.
• Document case details, resolutions and trends to support root cause analysis and improvements.
• Collaborate with cross-functional teams and assist in onboarding and training of new agents.
• Escalate issues as needed and maintain a positive, solution-oriented approach.

Skills

Contact center experience

CRM proficiency

Excellent communication

Tools

Siebel

Salesforce

Job description

MSC Cruises USA seeks a Post-Cruise Support Agent to provide exceptional support to guests, travel advisors, and internal stakeholders by researching and resolving post-cruise inquiries and escalated concerns. This role demands strong problem-solving, outstanding communication, and a proven track record of delivering guest experiences.

The position handles inquiries by phone and email, researches across systems including CRM, Siebel, and Salesforce, documents resolutions, and supports service