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Customer Service Team Leader

Posted on 05-Aug-2022
Application Close Date: 26-Aug-2022
Job Details
Call Centre & Customer Service
Position Type:
Full Time
Job Reference:
Note clipNo File Attached
  • Well established company with a good culture and credible brand presence
  • Showcase your team leadership and customer service skills
  •  Full work from home role with some office as required

Princess Cruises is excited to announce that we are recruiting! With this comes a tremendous opportunity for an individual who wants to take the next step up in their career and become a Team Leader within PCL's fast-paced and highly dynamic Contact Centre.

Reporting to the Head of Customer Service - Princess Cruises, the Team Leader is responsible for inspirationally coaching and motivating team members to successfully achieve their maximum potential and realise business and personal objectives. The Team Leader is accountable for ensuring that the departmental service levels and objectives are defined and met, by driving and empowering consultants to achieve agreed and stretch objectives.

First things first, check out what we have on offer!

  • Competitive base + super + bonus + laptop + mobile
  • Work life balance – 9 day working fortnight with full time pay. Yes, that's a long weekend every fortnight!
  • Supportive Health & wellbeing programs – physical, mental, and financial health benefits
  • Fantastic family & friends discount on travel and on-board product launches
  • Reward & Recognition – attractive incentive schemes, recognition programs and annual salary review
  • Free activation cruises for you and your family
  • An inclusive and diverse proud workforce

Key responsibilities will include but are not limited to:

  • Coaching and mentoring Cruise Consultants to improve and develop their abilities through sales and service
  • Conducting regular 1:1 meetings and performance evaluations, providing appropriate feedback, training opportunities and corrective actions as required
  • Assisting Cruise Consultants with difficult calls and handling escalated calls
  • Initiating continuous improvement of policies, practices, systems and processes
  • Gathering and analysing performance data, including customer satisfaction information
  • Managing the availability on a real-time basis to ensure that service level objectives are met

We would love to hear from people with:

  • 2 years' + experience working within a call centre environment and a strong understanding of call centre dynamics
  • Demonstrated leadership and management experience, including change management experience
  • Strong communication and relationship building skills, with a collaborative team centric approach
  • Strong problem-solving skills and sound judgement, including during times of pressure
  • Competency in the use of MS Office applications, strong Polar knowledge, Avaya and WFM (Workforce Management Reporting) highly advantageous

At Carnival Australia we pride ourselves on promoting an inclusive 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.

As part of our recruitment process and commitment to safety, suitable candidates will be required to undertake Background Checks which may include a Police Check, skills assessment/ testing and reference checks as part of your application process

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.