Resolution Agent Coordinator (Customer Service)

Location: Canada; regular hours include evenings, weekends, and holidays for a 7-day-a-week operation across multiple markets.

Company

hirify.global, a travel and hospitality brand associated with MSC Cruises, provides guest-focused cruise experiences and contact center services.

What you will do

• Provide real-time support and guidance to Contact Center agents on booking, guest service, and policy-related questions.
• Resolve complex issues for guests and travel advisors, including accepting escalated calls and delivering next-level support.
• Use empathy and strong soft skills to de-escalate situations and achieve first-contact resolution.
• Follow up with guests, travel advisors, and agents; document, route, and close issues appropriately.
• Track interactions to support analysis, training, and process improvement.
• Recommend procedure modifications and continuous improvement opportunities to leadership.

Requirements

• 2+ years of Contact Center or similar customer service experience.
• Consistent record of performance, attendance, and professionalism.
• Strong collaboration skills and willingness to support peers and business initiatives.
• Strong written and verbal communication skills.
• Bilingual proficiency in Quebec French (Québécois) and English.
• Ability to troubleshoot complex issues effectively and make sound decisions.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to work scheduled evenings, weekends, and holidays; schedules may change according to business and staffing needs. Closing-shift assignments require remaining active on queue until all calls are answered.

Culture & Benefits

• Inclusive environment that values diverse perspectives and individual authenticity.
• Wellness programs and mental health support focused on wellbeing and work-life balance.
• Continuous learning, regular feedback, inclusive career growth, and advancement opportunities.
• Global colleague network and supportive community.