Job Description - Post Cruise Coordinator Agent - Hybrid

Job title: Post Cruise Coordinator Agent

Job Type: Full Time

Job Duration: Permanent

Department: Contact Centre (Tier 2)

Location: Canada, Mississauga (L4W 4X7)

Reports to: Coach / Manager - Pre & Post Cruise USA

Job Purpose

Essential Duties and Responsibilities

- 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

Job-Requirements: Skills, Competencies and Experience

- 1+ years Contact Center or other similar customer service experience is considered as plus.
- Fluency in English and French required with good oral and written communication skills. Working knowledge of another language is considered a plus.
- Bachelor’s degree or a related discipline.
- Strong written and verbal communication skills.
- Strong troubleshooting, de-escalation and multi-tasking skills.
- TICO certification is considered a plus.
- Ability to work in Canada.
- Must be able to work evenings, weekends, and holidays.
- WHO ARE WE? _

We are a Family Company. The commitment of the founding Family inspires us with dedication and trust, increasing our sense of belonging.

We have passion. We are passionate about what we do, we challenge ourselves to achieve excellence and we are tenacious in overcoming obstacles.





We are in continuous evolution. Our tradition, expertise, professionalism, and ambition drive the Company's fast and sustainable growth. We strive for the most innovative solutions to embrace change, always respecting safety and the workplace.

We believe in equal opportunities. Our mission is to provide our people with personal fulfillment and enrichment. We are committed to sharing our knowledge, delivering training and support enabling our people's professional growth.

- We ensure fair opportunities providing long-term career development, embracing diversity, and valuing all cultures. _

We care for people. We believe that each person brings unique value.We develop authentic relationships built on ethics, respect, and team spirit. We truly care about the satisfaction and loyalty of our guests and employees.

Sustainability. We work closely with leading technology companies, shipyards, and fuel providers to push the boundaries of what is possible. We are determined to accelerate our transition toward net zero emissions by 2050.

- ._
- THIS JOB IS FOR YOU IF _
- You pride yourself on arriving to work on time.
- You know how to think and act in a sequential fashion—priorities first, then everything else.
- You love being the go-to person in the Organization.
- You shine when you know you’re giving it your all.
- The words “I can’t” don’t exist in your vocabulary.




- You help the organization run like a well-oiled machine.
- ._
- HERE IS WHAT AN ORDINARY DAY OF WORK MIGHT LOOK LIKE :_

As a Post Cruise Coordinator Agent (English & French) at MSC Cruises, you’ll play a pivotal role in ensuring exceptional customer experiences. Your typical day will be a dynamic blend of communication, problem-solving, and collaboration. Here’s a glimpse into what an ordinary day of work might look like for you: 2. Providing Information and Clarifying Procedures :Engage with clients by explaining procedures and answering their questions with a customer-centric approach. Offer detailed information to clients, ensuring they are well-informed about our offerings and processes.

3. Identifying and Resolving Issues :Proactively identify customer’s needs and address them effectively, researching each issue to provide comprehensive solutions. Identify and escalate priority issues, ensuring swift resolution and customer satisfaction.

4. Collaboration and Project Consultation :Work closely with the team to advise and assist in adhering to MSC Cruises policies and practices related to information systems. Act as a consultant in projects, collaborating with the team to ensure project deliverables align seamlessly with deadlines.

5. Maintaining Industry Knowledge :Staying abreast of industry advancements and changes, consistently updating your product knowledge levels. Share insights with the team to contribute to a collective understanding of industry trends and customer preferences.

6. Delivering Outstanding Customer Service :Throughout the day, maintain a focus on delivering outstanding customer service, exceeding expectations at every interaction. Demonstrate a commitment to resolving customer iss

📌 Post Cruise Coordinator Agent (English & French) - Hybrid (Mississauga)
🏢 MSC Cruises (Canada
📍 Mississauga