Post Cruise Support Agent (16581)
Career Opportunities: Post Cruise Support Agent (16581)
Requisition ID 16581 - Posted
Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
This position involves researching a wide range of guest concerns, including—but not limited to—complaints. It offers the opportunity to provide expert-level assistance while working toward resolution, ensuring guest satisfaction, and encouraging repeat travel with MSC Cruises. This detail-oriented, fully remote role primarily supports the U.S. market and, as business needs arise, may also support the Canadian market. Your Impact
Work independently to handle guest requests
Strong critical thinking skills with the ability to make decisions based on company guidelines
Have a sense of urgency when replying to guests, travel partners, and executives
Maintain a positive attitude when managing difficult assignments
Making decisions that will be beneficial to guests, travel partners, and the organization
Able to conduct extensive research via DTS/Otalio/CRM/Siebel
Works well with internal departments
Record, maintain, and share all data to address the root cause of escalations
Your Journey so far
2+ years Contact Center or other similar customer service experience
Strong written and verbal communication skills. Strong troubleshooting, de-escalation, and multi-tasking skills
Demonstrated thorough knowledge of MSC policies, procedures, and systems
Meets/exceeds Contact Centre KPI’s
Must be in good standing with the organization, with no written or verbal disciplinary actions in their file
Must be able to work evenings, weekends, and holidays
Must be willing to take guest phone calls and/or call guests when needed or applicable to resolve the inquiry
Your Essentials
Information about visa requirements if any:
US Passport or US Permanent Resident
MSC Cruises is an E-Verify employer
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.
Why Join MSC Cruises & Explora Journeys?
Because great work deserves great rewards. We take care of our shoreside team with benefits that actually matter — for your health, your future, and your life outside the office.
Generous Time Off
Up to 24 vacation days (based on level and tenure)
7 sick days annually
10 paid holidays annually
Comprehensive Medical Coverage
Competitive bi-weekly premiums
Company contributions to HSA plans
Multiple coverage options for employees and families
Dental
Low-cost coverage options
Orthodontic benefits, including Invisalign for adults
401(k) with Company Match
Up to 4% company match
Safe harbor plan with no vesting schedule
Traditional (pre-tax) and Roth (post-tax) options
Additional Benefits & Perks
Friends and family discounts on sailings
Vision coverage (VSP)
Company-paid life and disability insurance
Flexible Spending Accounts (FSA)
Critical illness, accident & hospital indemnity coverage
Pet insurance
Legal plan
Health & wellness stipend – up to $50 / month
50% discounted membership at premier local fitness center
Tuition reimbursement – annual reimbursement of up to $5k / year
Benefits may vary based on position, location, and eligibility requirements.
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.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
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Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
This position involves researching a wide range of guest concerns, including—but not limited to—complaints. It offers the opportunity to provide expert-level assistance while working toward resolution, ensuring guest satisfaction, and encouraging repeat travel with MSC Cruises. This detail-oriented, fully remote role primarily supports the U.S. market and, as business needs arise, may also support the Canadian market. Your Impact
Work independently to handle guest requests
Strong critical thinking skills with the ability to make decisions based on company guidelines
Have a sense of urgency when replying to guests, travel partners, and executives
Maintain a positive attitude when managing difficult assignments
Making decisions that will be beneficial to guests, travel partners, and the organization
Able to conduct extensive research via DTS/Otalio/CRM/Siebel
Works well with internal departments
Record, maintain, and share all data to address the root cause of escalations
Your Journey so far
2+ years Contact Center or other similar customer service experience
Strong written and verbal communication skills. Strong troubleshooting, de-escalation, and multi-tasking skills
Demonstrated thorough knowledge of MSC policies, procedures, and systems
Meets/exceeds Contact Centre KPI’s
Must be in good standing with the organization, with no written or verbal disciplinary actions in their file
Must be able to work evenings, weekends, and holidays
Must be willing to take guest phone calls and/or call guests when needed or applicable to resolve the inquiry
Your Essentials
Information about visa requirements if any:
US Passport or US Permanent Resident
MSC Cruises is an E-Verify employer
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.
Why Join MSC Cruises & Explora Journeys?
Because great work deserves great rewards. We take care of our shoreside team with benefits that actually matter — for your health, your future, and your life outside the office.
Generous Time Off
Up to 24 vacation days (based on level and tenure)
7 sick days annually
10 paid holidays annually
Comprehensive Medical Coverage
Competitive bi-weekly premiums
Company contributions to HSA plans
Multiple coverage options for employees and families
Dental
Low-cost coverage options
Orthodontic benefits, including Invisalign for adults
401(k) with Company Match
Up to 4% company match
Safe harbor plan with no vesting schedule
Traditional (pre-tax) and Roth (post-tax) options
Additional Benefits & Perks
Friends and family discounts on sailings
Vision coverage (VSP)
Company-paid life and disability insurance
Flexible Spending Accounts (FSA)
Critical illness, accident & hospital indemnity coverage
Pet insurance
Legal plan
Health & wellness stipend – up to $50 / month
50% discounted membership at premier local fitness center
Tuition reimbursement – annual reimbursement of up to $5k / year
Benefits may vary based on position, location, and eligibility requirements.
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.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
Apply Now