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Added 2 hours ago
AE
AE - Sales Leader (Full-Time)
American Eagle Outfitters
Calgary, AB
- Full-time
You have a passion for driving sales: As a key LOD (Leader on Duty), you're an expert at driving sales by maximizing Fitting Room and Salesfloor productivity and building guest loyalty…
Added 2 hours ago
NB
Associé des ventes (saisonnier) / Retail Sales Associate (Seasonal)
New Balance
Montreal, QC
- Part-time
Retail Sale Associates ensure our retail stores operate smoothly and provide exemplary customer service. Educated with expert product knowledge, they utilize proper selling techniques to…
Added 2 hours ago
M
Room Attendant
Marriott
Edmonton, AB
- Part-time
Our jobs aren’t just about giving guests a clean room and a freshly made bed. Instead, we want to build an experience that is memorable and unique. Our Guest Environment Experts are skilled…
Added 4 hours ago
FS
Analyst, Data Quality & Governance
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
- Full-time
…best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company…
Added 6 hours ago
AE
Offline - Selling Team Leader (Assistant Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
You have a passion for driving sales: As a key LOD (Leader on Duty), you're an expert at driving sales by maximizing Fitting Room and Salesfloor productivity and building guest loyalty…
Added 10 hours ago
R&
Sommelier- Fogo Island Inn
Relais & Châteaux
Joe Batt's Arm, NL · Fogo Island, Newfoundland and Labrador
- Full-time
As Sommelier, you bring a commitment to memorable dining experiences through wine service and education. You have experience curating wine lists and wine training through exceptional wine…
Added 15 hours ago
CH
DIRECTOR OF SALES AND MARKETING – 53 NORTH COLLECTION
Crescent Hotels & Resorts
AB · Edmonton, AB
- Full-time
Lead and manage the sales and catering teams to achieve revenue goals and deliver exceptional guest experiences.
Added 20 hours ago
S-
Retail Seasonal Sales Associate
Showcase - Home of the Hottest Trends
Charlottetown, PE
- Temporary
As we continue our growth we are looking for people who will provide a fun and unique guest experience by demonstrating and selling the hottest trending products in retail. You will be…
Added 20 hours ago
S-
Seasonal Associate
Showcase - Home of the Hottest Trends
Calgary, AB
- Temporary
As we continue our growth we are looking for people who will provide a fun and unique guest experience by demonstrating and selling the hottest trending products in retail. You will be…
Added 20 hours ago
S-
Retail Seasonal Sales Associate
Showcase - Home of the Hottest Trends
Dieppe, NB
- Temporary
As we continue our growth we are looking for people who will provide a fun and unique guest experience by demonstrating and selling the hottest trending products in retail. You will be…
Added 1 day ago
CH
Director of Sales and Marketing – 53 North Collection (Matrix, Metterra and Varscona Hotels, Ampersand 27)
Crescent Hotels & Resorts
AB · Edmonton, AB
- Full-time
Lead and manage the sales and catering teams to achieve revenue goals and deliver exceptional guest experiences.
Added 1 day ago
CH
Director of Sales and Marketing – 53 North Collection (Matrix, Metterra and Varscona Hotels, Ampersand 27)
Crescent Hotels & Resorts
AB · Edmonton, AB
- Full-time
Lead and manage the sales and catering teams to achieve revenue goals and deliver exceptional guest experiences.
Added 1 day ago
W
Senior HSE Advisor
WinSport
Calgary, AB
- Full-time
…Directly supporting WinSport’s HSE and Operational teams with expert knowledge and guidance. The Senior HSE Advisor focuses on critical risks, serious investigations, and supporting the HSE…
Added 1 day ago
M
Overnight Guest Experience Expert - Part-Time
Marriott
Edmonton, AB
- Part-time
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the…
Added 1 day ago
M
Guest Experience Expert
Marriott
Edmonton, AB
- Full-time
Our jobs aren’t just about giving guests a smooth check-in and check-out. Instead, we want to build and experience that is memorable and unique. Our Guest Experience Experts take the…
Added 1 day ago
M
Valet Part-Time
Marriott
Edmonton, AB
- Part-time
…were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Guest Arrival Experts take the initiative to deliver a wide…
Added 1 day ago
S-
Seasonal Sales Associate - Centre at Circle
Showcase - Home of the Hottest Trends
Saskatoon, SK
- Temporary
As we continue our growth we are looking for people who will provide a fun and unique guest experience by demonstrating and selling the hottest trending products in retail. You will be…
Added 2 days ago
VA
Curator, Marine Mammals
Vancouver Aquarium
Vancouver, BC
- Full-time
…memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and…
Added 2 days ago
LT
Hair Stylist
Life Time Inc.
Mississauga, ON
- Full-time
The Stylist provides various hair services and treatments that improve the guest’s overall sense of well-being and enhances the club experience. Some services include haircuts, perms,…
Added 2 days ago
TG
RETAIL CARICATURE ARTIST
Toon Goons Art
Toronto, ON
- Full-time
Guest Engagement: Proactively welcome families and visitors to the booth. Provide expert recommendations on product enhancements, including custom framing and protective travel tubes to…
Added 2 days ago
AE
AE - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
You have a passion for driving sales: As a key LOD (Leader on Duty), you're an expert at driving sales by maximizing Fitting Room and Salesfloor productivity and building guest loyalty…
Added 2 days ago
AE
AE - Store Team Leader (Store Manager)
American Eagle Outfitters
Edmonton, AB
- Full-time
You have a passion for driving results: You're an expert at driving sales by maximizing overall store productivity and building guest loyalty through a best-in-class guest experience.…
Added 2 days ago
AE
AE - Sales Leader (Full-Time)
American Eagle Outfitters
Edmonton, AB
- Full-time
You have a passion for driving sales: As a key LOD (Leader on Duty), you're an expert at driving sales by maximizing Fitting Room and Salesfloor productivity and building guest loyalty…
Added 2 days ago
FAM Coordinator - Winter 2026/27
Sunshine Village Corporation
Banff, AB
Delivering an outstanding guest experience at all tours and events while prioritizing safety and professionalism.
Added 2 days ago
FF
Esthetician | Formula Fig Ossington
Formula Fig
Toronto, ON
- Part-time
…high-tech facial treatments while providing an exceptional guest experience. Your in-depth knowledge allows you to educate guests and guide them towards personalized solutions, including…

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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