Job Description
– Agent Resolution Coordinator Job title: Agent Resolution Coordinator

Job Type
Full Time Job Duration: Permanent Department: (US & CAN) Contact Centre

Location:
Canada, Mississauga (L4W 4X7) Reports to: Resolution Manager Job 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. Essential Duties and 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 Job-

Requirements:
Skills, Competencies and Experience
- 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.
- TICO certification is considered a plus.
- Ability to work in Canada. *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 environment. 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 skilled 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 Resolution Agent Coordinator (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: 1. Responding to Customer Inquiries: Start your day by addressing and responding to customer e-mails promptly. Demonstrate your expertise in the products and services offered by MSC Cruises while you handle a variety of customer inquiries. 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 issues and ensuring a positive customer journey. At MSC Cruises, we value individuals who thrive in a fast-pasted environment, enjoy problem solving, and are dedicated to delivering top-notch customer service. If you’re passionate about making a difference in customers’ lives and enjoy working collaboratively with a dynamic team, we invite you to join us in shaping extraordinary experiences for our clients *.
* *YOU’RE GONNA NEED THIS TO CARRY OUT THIS JOB:* To thrive as a Resolution Agent Coordinator (English & French) at MSC Cruises, you’ll need to bring a unique blend of skills, competencies, and experiences to the table. Here’s what we’re looking for:
· Bilingual Proficiency: Fluency in both English and French is non-negotiable, with strong oral and written communication skills in both languages. Knowledge of an additional language is a definite asset; however, candidates not meeting this mandatory requirement need not apply.
· Educational Background: Bachelor's Degree is a fundamental requirement, showcasing your commitment to foundational education.
· Team Player with a Great Attitude: We value collaboration and positive energy. As a team player, you’ll contribute to a supportive work environment, bringing a great attitude to the table every day.
· Proficiency in Computer Applications: Demonstrate proficiency in relevant computer applications, showcasing your technological aptitude in navigating the tools essential for the role.
· Customer Service and Travel Industry

Experience:
While not mandatory, prior experience in customer service and the travel industry is considered a significant plus. Your previous exposure will give you a head start in understanding out customers’ needs and expectations.
· Authorization to work in Canada: Ensure that you have the legal authorization to work in Canada, as this role requires eligibility to work in the country.
· Location and Partial Remote Working: The candidate is required to go to the office (Mississauga North – near Pearson Airport) once per week (Tuesday).
· Permanent Opportunity Awaits: Embrace the potential for growth and stability. This role provides a significant opportunity for the right candidate to transition into a permanent position. *BENEFITS*
· Paid vacation days, personal days, paid overtime.
· Bonus incentives.
· Casual professional attire promoting individual expression within professional boundaries.
· Comprehensive benefits package including health and dental (after 6 months).
· RRSP match (after 6 months).
· On-site parking.
· Company events.
· Access to preferred cruise rates. At MSC Cruises, we believe in building a team of diverse talents who collectively contribute to our success. If you meet these requirements and are excited about the prospect of making a lasting impact in the travel and customer service industry, we encourage you to apply. . *JOIN US ON THIS JOURNEY, and let’s create extraordinary experiences TOGETHER.*

Job Type
Full-time

Benefits:
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Work from home
- Hybrid Status

Job Type
Full-time Pay: $25.00 per hour Application question(s):
- Are you able to come in the office (2810 Matheson Boulevard East, Mississauga ON, L4W 4X7) once a week? (Tuesday)
- Do you speak French? Work

Location:
Hybrid remote in Mississauga, ON L4W 4X7

📌 Bilingual Resolution Agent Coordinator (Mississauga)
🏢 MSC Cruises
📍 Mississauga