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Senior Customer Solutions Coordinator - Princess Cruises

Posted on 06-Jan-2020
Application Close Date: 27-Jan-2020
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 380 ports around the world.


Reporting to the Customer Solutions Team Leader, 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 successful candidate will be responsible for leading and providing high quality customer service and administration support activities associated with the operation of the Princess Cruises Customer Service team. The position involves real time troubleshooting, problem solving, and case management of issues that may require more thorough investigation and ownership


Day to day responsibilities include:

  • Providing exceptional customer service to all Princess Cruises customers
  • 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
  • Conducting outbound calls to Princess Cruises customers for buy offs on peak voyages


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

  • Recent experience within a customer service position, where there was a regular requirement to troubleshoot and solve complex issues (preferably within a complaints space)
  • 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 5 days per week, anytime between the hours of 8am-5pm Monday to Friday and 8am-4pm on Saturday's (Saturday rotational roster)


At Carnival Australia we pride ourselves on promoting an inclusive and flexible workplace culture where individual differences are valued. We are committed to working with people's strengths and encourage applicants to approach us for any necessary adjustments.

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.