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

Where passion meets opportunity

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

Your Purpose

The Resolution Agent Coordinator serves as a key support resource for Contact Center agents, providing real-time assistance to resolve complex booking-related issues. This role helps drive first-contact resolutions, escalates concerns when appropriate, and acts as a subject matter expert on MSC policies, procedures, and systems.

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. This position offers the opportunity to leverage operational expertise while contributing to agent development, process improvement, and overall Contact Center performance.

Your Impact

• 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

Your Journey so far

• 2+ years Contact Center or other similar customer service experience.
• Demonstrate a consistent record of performance, attendance, and professionalism.
• Exhibit strong collaboration skills and a willingness to support peers and business initiatives
• Strong written and verbal communication skills
• Bilingual proficiency in Quebec French (Québécois) and English is required
• Ability to effectively troubleshoot complex issues and make sound decisions
• Proven ability to manage multiple priorities in a fast-paced environment
• This role supports a 7-day-a-week operation across multiple markets. Regularly scheduled hours will include evenings, weekends, and holidays. Flexibility is required, as schedules may be adjusted based on business and staffing needs. If assigned a closing-shift, agent must remain on queue and active until all calls are answered.

Your Essentials

MSC Cruises 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.

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.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await.