Tier 2 Agent

<div><div style="border:1.0px solid transparent;padding:10.0px 0.0px"><div style="font-size:19.0px;word-wrap:break-word"><h2 style="font-size:1.0em">Where passion meets opportunity</h2></div></div><div><div style="font-size:16.0px;word-wrap:break-word"><p><span><span><span><span><span>The best of your adventures is the one you have yet to sail!</span></span></span></span> </span></p></div></div></div><div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="font-size:16px;word-wrap: break-word;"><h2 style="font-size: 1em; margin: 0px">Your Purpose</h2> </div><div><p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">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.</span></p><p><span style="font-size: 12.0pt; font-family: Aptos, sans-serif;">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.</span></p></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="font-size:16px;word-wrap: break-word;"><h2 style="font-size: 1em; margin: 0px">Your Impact</h2> </div><div><ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Independently manage and resolve guest inquiries via email and phone</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Apply strong critical thinking skills to make decisions aligned with company policies and guidelines</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Demonstrate a sense of urgency when responding to guests, travel partners, and internal stakeholders</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Maintain professionalism and a positive attitude when handling complex or sensitive situations</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Make informed decisions that balance guest satisfaction with business objectives</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Conduct detailed research using internal systems (DTS, Otalio, CRM, Siebel)</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Collaborate effectively with cross-functional teams and internal departments</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Accurately document, track, and analyze cases to identify and address root causes of escalations</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Support onboarding, training, and ongoing development of new team members as needed</span></li></ul></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="font-size:16px;word-wrap: break-word;"><h2 style="font-size: 1em; margin: 0px">Your Journey so far</h2> </div><div><ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Associate or bachelor’s degree, or an equivalent combination of education and relevant customer service experience</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Minimum of 2 years of customer service experience; travel industry experience is a plus</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Willingness to learn all functions within the Tier 2 scope, including Voyagers Club, Status Match, Sailing Support, and Friends & Family programs</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Strong verbal and written communication skills</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Proficiency in Microsoft Office (Word, Excel) preferred</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">Flexibility to make outbound calls or handle inbound calls based on business needs</span></li><li style="margin-top: 0in; margin-right: 0in; margin-bottom: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">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</span></li></ul></div></div><div style="padding: 10px 0px;border: 1px solid transparent;"><div style="font-size:16px;word-wrap: break-word;"><h2 style="font-size: 1em; margin: 0px">Your Essentials</h2> </div><div><p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><strong><span style="font-family: Aptos, sans-serif;">Equal Opportunity Employer</span></strong></p><p style="margin: 0in; font-size: 12pt; font-family: 'Times New Roman', serif;"><span style="font-family: Aptos, sans-serif;">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.</span></p></div></div></div><div><div style="border:1.0px solid transparent;padding:10.0px 0.0px"><div style="font-size:16.0px;word-wrap:break-word"><h2 style="font-size:1.0em">Our commitment</h2></div><div><p><span><span><span><span><span>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.</span></span></span></span> </span></p></div></div></div><div><p><span><span><span><span><span>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!</span> </span></span></span></span></p></div>