Announcement: New Opportunity Available – MSC Cruises Bilingual Spanish Sales and Customer Service

Agents,

A new opportunity is now available on the Arise Platform for those who are fluent in both English and Spanish. The MSC Cruises Sales and Inbound Customer Service program is now open for enrollment and offers a comprehensive certification, consistent intervals, strong servicing revenue, and the added incentive of eligibility for discounted cruise rates once specific requirements are met.

Please review the full details below before enrolling.

Client Overview

MSC Cruises delivers an elegant Mediterranean-inspired travel experience, known for exceptional hospitality, professionalism, and a strong focus on guest satisfaction. Agents servicing this program will support callers with general inquiries, booking options, billing assistance, complaint resolution, transfers, and other related needs. This is a bilingual program, and agents must pass a Spanish language assessment.

Class Dates and Schedule

Phase I: Instructor-Led and Self-Study

January 5, 2026 – January 26, 2026

No class on Monday, January 19

Phase II: Certification Call-Taking

January 27, 2026 – January 29, 2026

Class Time

Monday – Friday

10:00 a.m. to 2:00 p.m. ET

Four-hour class per day with paid self-study modules.

Servicing Intervals

Available Intervals

Monday – Friday

9:00 a.m. to 6:00 p.m. ET

Most Available Intervals

Monday – Friday

9:00 a.m. to 3:00 p.m. ET

Special Requirement

Three hours (six intervals) required every Monday.

Service Revenue

Certification Service Revenue

7.64 per hour

3.82 per interval (an interval equals 30mins)

Production Service Revenue

17.00 per hour

8.50 per interval (an interval equals 30mins)

Incentives

Additional $1.81 per hour for servicing a minimum of 12 hours weekly during the Certification SOW.

Additional 100.00 when servicing a minimum of 13 hours per week after Phase II and accepting the first Production SOW.

Eligibility for Discounted Cruise Rates

Agents servicing this program with an active SOW may qualify for discounted cruise-only rates after servicing a minimum of 20 hours weekly for eight consecutive weeks with a 90 percent Commitment Adherence rating. Discount codes will be issued once criteria are met.

Program Requirements and Certification Expectations

This course is intensive and requires strong attention to detail, active participation, and consistent attendance.

To successfully complete certification, agents must meet the following:

• Complete all daily self-study modules and attend every instructor-led session.

• Score 80 percent or higher on all assessments and knowledge checks.

• Achieve 90 percent or higher on all Support Resource Mock Simulations.

• Complete a minimum of 7 hours of live call-taking in Phase II.

• After Phase II, service a minimum of 20 intervals weekly with 90 percent Commitment Adherence.

• Meet or exceed client KPI metrics.

Important Attendance Notification

Failure to attend the first day of class results in immediate removal. The required Class Confirmation Deposit is 50.00 and is non-refundable.

Background Check, Drug Screening, and Photo ID Verification

This opportunity requires a background check, drug screening, and Photo ID verification. The cost for the background and drug screening is 75.00 and must be paid directly to the third-party vendor.

Requirements include:

• Background check and drug screening must be fully completed at least seven days before class starts.

• Drug screening must be scheduled within 48 hours of receiving the vendor email.

• Photo ID verification and daily facial authentication are required.

• A quick PC scan will be performed on the first day of class.

Systems and Equipment Requirements

• Windows 11 (fully updated)

• USB noise-cancelling headset

• Chrome browser version 77 or higher

• .NET Framework 3.5 or later

• Dual monitors recommended

• Equipment must meet all Arise platform standards

Who Does Not Qualify

You are not eligible if any of the following apply:

• Currently enrolled in or servicing another cruise line program

• Working as a travel agent

• Already marked “interested” in another opportunity

• Class times overlap with another program

• Prior SOW termination for cause

• Three or more dropped opportunities in the past 90 days

• Less than 90 percent Commitment Adherence

Agents interested in enrolling in this opportunity should log into the Arise Portal and review all program documents in full. Please ensure that your system meets requirements and that you can commit to the full schedule before enrolling.

If you have questions or require assistance, contact AltaConnect Support at any time.