Post-Cruise Support Agent

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

Job summary

MSC Cruises USA is seeking a Post-Cruise Support Agent in Fort Lauderdale to provide exceptional support to guests, travel advisors, and internal teams. You will research and resolve post-cruise inquiries, including escalated concerns, using CRM systems and multiple software platforms to ensure accurate, timely solutions.

The ideal candidate is a strong problem-solver with excellent communication skills and a track record of delivering outstanding guest experiences.

Qualifications

• 2+ years’ contact center, customer service, hospitality, travel, or sales experience.
• Experience using CRM systems and multiple software applications concurrently.
• Proven ability to hit customer-focused KPIs.

Responsibilities

• Handle post-cruise guest and travel advisor inquiries via phone and email with timely, professional resolutions.
• Investigate and resolve complex post-cruise concerns across multiple systems (CRM, Siebel/Salesforce).
• Document case details and resolutions for root-cause analysis and service improvements.
• Collaborate with cross-functional teams to ensure seamless guest experiences and onboarding of new staff.

Skills

Customer service

Communication

Problem solving

Tools

Salesforce

Siebel

Job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

The Post-Cruise Support Agent provides exceptional support to guests, travel advisors, and internal stakeholders by researching and resolving post-cruise inquiries and escalated concerns. This role serves as a key resource in delivering timely, accurate, and customer-focused resolutions while ensuring a positive guest experience and supporting continuous service improvement.

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.

Your Impact

• Manage post-cruise guest and travel advisor inquiries through phone and email communications, ensuring timely and professional resolution
• Investigate and resolve complex post-cruise concerns by conducting detailed research across multiple systems, including internal reservation platform, CRM, and Siebel/Salesforce
• Apply critical thinking and sound judgement to make decisions aligned with company policies, guest satisfaction, and business objectives
• Demonstrate urgency and accountability when responding to guests, travel advisors, executive teams, and internal stakeholders
• Effectively de-escalate concerns and maintain a positive, solution-oriented approach in challenging situations
• Accurately document, maintain, and communicate case details, resolutions, and trends to support root cause analysis and service improvements
• Collaborate with cross-functional teams to facilitate issue resolution and ensure a seamless guest experience
• Support onboarding, training, and ongoing development of new team members as needed
• Identify opportunities for process improvements and share recommendations with leadership
• Perform other duties as assigned

Your Journey so far

• 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
• This position supports a 7-day-a-week operation. Scheduled hours may include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business needs. Candidates must be able to remain available and engaged through the end of their scheduled shift, including periods of high call volume.

Your Essentials

• 2+ year’s contact center, customer service, hospitality, travel, or sales experience
• Experience using customer relationship management (CRM) systems and multiple software applications simultaneously
• Proven ability to achieve key performance metrics in a customer-focused environment

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications, and business needs.

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.