Tier 2 Agent

Where passion meets opportunity The best of your adventures is the one you have yet to sail! Your Purpose MSC Cruises is expanding its Contact Center organization and is seeking a Tier 2 Support Agent to join our growing team. This role offers a competitive salary, exceptional employee benefits, and the opportunity to work remotely. As a family-owned company, MSC Cruises is deeply committed to internal career growth and development. The ideal candidate is highly motivated, solution-oriented, and passionate about delivering outstanding guest experiences while supporting our guest-centric culture. Your Impact Independently manage and resolve guest inquiries via email and phone Apply strong critical thinking skills to make decisions aligned with company policies and guidelines Demonstrate a sense of urgency when responding to guests, travel partners, and internal stakeholders Maintain professionalism and a positive attitude when handling complex or sensitive situations Make informed decisions that balance guest satisfaction with business objectives Conduct detailed research using internal systems (DTS, Otalio, CRM, Siebel) Collaborate effectively with cross-functional teams and internal departments Accurately document, track, and analyze cases to identify and address root causes of escalations Support onboarding, training, and ongoing development of new team members as needed Your Journey so far Associate or bachelor's degree, or an equivalent combination of education and relevant customer service experience Minimum of 2 years of customer service experience; travel industry experience is a plus Willingness to learn all functions within the Tier 2 scope, including Voyagers Club, Status Match, Sailing Support, and Friends & Family programs Strong verbal and written communication skills Proficiency in Microsoft Office (Word, Excel) preferred Flexibility to make outbound calls or handle inbound calls based on business needs Business hours are (9:00 AM - 6:00 PM EST), must be willing to work hours outside of these hours including at least one weekend day Your Essentials Equal Opportunity Employer MSC Cruises North America is an equal opportunity employer and complies with all EEOC rules and regulations. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, sex, age, national origin, sexual orientation, marital status, disability, or any other legally protected characteristic. Hiring decisions are based 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. 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!