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Added 6 mins ago
RM
Supervisor, Centralized Scheduling
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Strong analytical, problem-solving, and root-cause analysis skills, with the ability to translate data into practical solutions.
Added 6 mins ago
MU
Business Development & Partnerships Officer
McGill University
Sherbrooke, QC
- Full-time
Under the supervision of the Associate Dean, Strategic Partnerships and International Education, the Business Development and Partnerships Officer will support the Strategic Partnership…
Added 6 mins ago
MU
Project Manager, Harmonization
McGill University
Victoria, BC · James Admin. Bldg.
- Full-time
Strong analytical, problem-solving, and decision-making abilities.
Added 6 mins ago
FC
Senior DevSecOps Engineer
Fintel Connect
Vancouver, BC
- Full-time
…available cloud infrastructure that supports Fintel Connect's business…
Added 6 mins ago
K
Accounting Analyst
Keyera
Fort Saskatchewan, AB
- Full-time
Demonstrated written and verbal communication, problem-solving, and attention to detail
Added 6 mins ago
D
Senior Advisor, Business strategies
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
As a senior business strategy advisor, you help develop plans and business intelligence; monitor business plans and performance; set targets; identify opportunities to improve service…
Added 6 mins ago
B
Sr. Applied AI Scientist – Generative AI & Agentic Systems
BMO
Toronto, ON · FCP
- Full-time
· Strong analytical thinking, curiosity, and problem-solving skills.
Added 6 mins ago
M
Sales Executive
Marriott
Toronto, ON
- Full-time
The position is accountable for proactively soliciting and handling sales opportunities. Ensures business is turned over properly and in a timely fashion for proper service delivery.…
Added 21 mins ago
AI
Anti-money laundering (AML) Reporting Analyst
Alberta iGaming Corporation (AiGC)
AB · Edmonton, AB
- Full-time
…issues and improve processes. With a proactive approach to problem-solving and a commitment to continuous improvement, you are motivated by the opportunity to contribute to the integrity…
Added 21 mins ago
G2
Superintendent, Mobile Maintenance
Globe 24-7
ON · Ontario, Canada
- $98,600 to $147,900 CAD / year
- Full-time
Analytical problem-solving capability, including the ability to interpret performance data and investigate equipment failures.
Added 21 mins ago
PA
General Accountant
Pro Administration
Surrey, BC
- Full-time
The ideal candidate will have a strong accounting background, excellent analytical and problem-solving skills, and a detail-oriented approach. We are looking for a motivated professional…
Added 21 mins ago
KS
Transportation Supervisor
Kelly Services (Canada), Ltd.
Burlington, ON
- Full-time
…The Transportation Supervisor will achieve/surpass outlined business goals, champion a 'customer first' approach, create a continuous improvement environment and effectively lead, motivate,…
Added 21 mins ago
LF
Temporary Full Time Floor Leader - Cataraqui
Lush Fresh Handmade Cosmetics North America
Kingston, ON
- Full-time
problem-solving issues related to customer service in day-to-day operations
Added 21 mins ago
Manager, Core HR, PXT
ELC Beauty LLC
Toronto, ON
Strong learning agility, ability to deal with ambiguity, and excellent problem⁃solving skills.
Added 21 mins ago
Wealth Management Intern (Student/New Grad)
The Canada Life Assurance Company
Calgary, AB · Vancouver, BC
…part of supporting the implementation of multiple territory business…
Added 21 mins ago
Senior Policy Advisor
Government of Alberta
AB
Creative problem Solving: Develop surveys and engagement discussions guides that encourage diverse perspectives and seeks to understand root causes. Uses research and analysis to find ways…
Added 21 mins ago
GE
Human Resources Generalist
GFL Environmental Inc.
Calgary, AB · Rocky View No 44, AB
- Full-time
Consultative Problem-Solving: A practical, objective approach to coaching managers, delivering direct feedback, and resolving complex interpersonal or operational challenges.
Added 21 mins ago
S
Services Lead, Stores - Full Time
Sephora
Vancouver, BC
- $22.85 to $28.55 CAD / hour
- Full-time
You have demonstrated effective time management and problem-solving skills.
Added 21 mins ago
Business Officer
University of Toronto
Toronto, ON
Demooonstrated problem solving skills, discretionand judgement.
Added 36 mins ago
A
Product Owner - Asset Management, Temporary
Aviso
Toronto, ON
- Full-time
Strong analytical and problem-solving abilities
Added 36 mins ago
HG
Senior Cost Accountant | Comptable principal(e), prix de revient
Hagen Group
Baie-D'Urfé, QC
- Full-time
Strong analytical and problem-solving skills with the ability to investigate issues, challenge existing processes constructively, and turn detailed cost information into clear business…
Added 36 mins ago
AC
Lead SAP TMS Consultant
Avance Consulting
Canada
- Full-time
Define and develop solution architecture, steering customization and integration efforts based on thorough business analysis
Added 36 mins ago
KS
Engineering Manager - Industrial Automation & Power Systems
Kinetic Search Group
Vancouver, BC · Greater Vancouver Metropolitan Area
- $170,000 to $190,000 CAD / year
- Full-time
This is an opportunity to join a technically sophisticated business where engineering plays a central role in customer success, product development, and long-term organizational growth.
Added 36 mins ago
S
Engagement Manager
Straive
Calgary, AB
- Full-time
Business Problem → Analytical Problem Translation
Added 36 mins ago
CI
Account Director
Citylitics Inc.
Toronto, ON
- Full-time
This role will build trusted relationships with customer executives and business leaders, develop a deep understanding of their strategic priorities, and advise them on how to apply…

MSC Cruises

Resolution Agent Coordinator Canada

Mississauga, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 26, 2026
Experience: 2+ years Contact Center or other similar customer service experience.
Posting language: English
Posted: Oct 27, 2026

Original job description

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your 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.

Your Impact

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

Your Journey so far

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.

Your Essentials

MSC Cruises 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.

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!

Apply About employer

More about this job

Responsibilities

Provide real-time guidance to Contact Center agents and handle escalated booking, guest service, and policy issues to achieve timely resolutions. Track and document interactions, follow up with guests and travel advisors, and identify opportunities to improve procedures and agent support.

Requirements

Requires at least two years of Contact Center or similar customer service experience, strong communication and collaboration skills, and the ability to troubleshoot complex issues and manage competing priorities. Fluency in Quebec French and English is required, along with flexibility to work evenings, weekends, and holidays in a seven-day operation.

Skills

Customer Service
Contact Center Support
Problem Solving
Communication
Empathy
De-escalation
Issue Resolution
Troubleshooting
Decision-Making
Multitasking
Collaboration
Policy Knowledge
Process Improvement
Documentation
Quebec French
English

Visa sponsorship

Not detected in the job text

Keywords

Contact Center
Customer Service
Booking Support
Guest Services
Travel Advisors
MSC Policies
Procedures
Systems
First-Contact Resolution
Escalation Management
Issue Tracking
Documentation
Problem Solving
Troubleshooting
De-escalation
Empathy
Process Improvement
Agent Development
Quebec French
English
Travel Arrangements
Guest Experience

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