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!