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Senior Customer Solutions Coordinator - Princess Cruises

Posted on 05-Jul-2017
Application Close Date: 26-Jul-2017
Job Details
Call Centre & Customer Service
Position Type:
Full Time
Job Reference:

Princess Cruises is the third largest cruise ship operator in the world and part of the world's leading cruise holiday company, Carnival Corporation (represented in the Asia Pacific region by Carnival Australia). Known as the Destination Experts, Princess Cruises visits more than 350 ports around the world. Locally, Princess Cruises has operated cruises for more than 10 years and has five ships departing from Sydney, Brisbane, Melbourne, Fremantle and Auckland. 


Our Senior Customer Solutions Coordinators are the ‘first resolution' contact point for all internal, passenger and trade partner escalations and complaints, received by phone and in writing (predominantly email).


The position involves real time troubleshooting and problem solving, along with ‘case managing' enquiries and issues that may require more thorough investigation and contact. Day to day responsibilities include:

  • Being the escalation point for all customer enquiries and complaints across all aspects of cruises, bookings and documentation
  • Assisting internal stakeholders in actioning items in our reservations system that require higher access
  • Making various ‘call outs' to Princess Cruises customers assisting with and facilitating lost property enquiries
  • Facilitating onboard retail purchase returns
  • Setting up cruise groups in our reservations system


We seek applications from people who demonstrate a strong desire to work within the travel and tourism industry who demonstrate:

  • Recent experience within a customer service position, either face to face or phone based, where there was a regular requirement to troubleshoot and solve issues
  • The ability to self prioritise workload, use initiative and make decisions within remit
  • Excellent verbal and written communication skills
  • Strong interpersonal and relationship building skills
  • Resilience with the proven ability to remain calm and positive, even when under pressure
  • Strong PC literacy and good keyboard skills
  • Self-motivation and a strong team orientation
  • The ability to be rostered to work between the hours of 7am-6pm Monday to Friday and 8am-4pm on Saturday's (Saturday rotational roster)


Please note - We are currently looking at the possibility that this position will have a ‘working-from-home' component. To be considered you must have the capacity to work from home if required.

Important Notice

Carnival Australia which operates P&O Cruises Australia is aware that some people have received emails claiming to offer employment positions with P&O Cruises Australia. These job offers are false and completely at odds with P&O Cruises' employment practices and have been reported to relevant authorities in Australia. P&O Cruises Australia does not send unsolicited emails offering job opportunities. Career opportunities at Carnival Australia are shown via this website. Should you receive an unsolicited email claiming to offer job opportunities at Carnival Australia or P&O Cruises Australia, you should not respond. Such approaches should be reported to relevant authorities in your country of origin.