Pre-cruise Specialist

1 week ago

Sydney, Australia Carnival Full time

Princess Cruises is excited to announce: We are recruiting With this comes a tremendous opportunity for individuals who want to take the next step in their career as **Pre-Cruise Specialist** in our Customer Service team. The **Pre-Cruise Specialist** provides expert support to internal teams and ensures a seamless pre-cruise experience for guests by managing inquiries, resolving escalations, and handling administrative tasks. This role is responsible for addressing guest concerns, assisting travel agents, monitoring booking activities, and identifying trends in pre-cruise issues while maintaining high service standards and professionalism.

Roster will be 9am-6pm M-F and 8am-4am Saturdays.

**First things first, check out what we have on offer**
- Competitive base + super.
- This is a 100% remote working opportunity.
- Fantastic discount on cruises, onboard product launches, airline, and Hotel discounts through our partners.
- Click to see more benefits

**Your key** responsibilities will include but are not limited to**:

- **Incident & Trend Management**: Track and log incidents, compensation cases, and escalations to ensure accurate reporting and identify trends in pre-cruise concerns.
- **Administrative & Reporting Tasks**: Process various admin requests, including TA escalation forms, reporting, sanctioned booking follow-ups, immigration reports, and booking callbacks.
- **Customer Service & Relationship Management**: Build strong relationships with guests and colleagues while delivering high-quality service and complaint resolution in line with company guidelines.
- **Performance & Professionalism**: Meet company and team targets, maintain high service standards, and represent the company professionally in all interactions.

**About You**:
You will have a strong background in customer service, be an excellent communicator, capable of handling guest inquiries, pre-cruise escalations, and complaints with professionalism and efficiency. A high level of computer literacy and fast, accurate typing skills is essential. Strong organisational skills, attention to detail, and problem-solving abilities are also key to ensuring smooth pre-cruise operations.

You will be resilient and adaptable, able to work under pressure while maintaining a strong commitment to guest satisfaction. Interpersonal skills, self-motivation, and a team-oriented mindset are crucial for building positive relationships with both guests and colleagues.

**To be successful in the role, you will have demonstrated**:

- Minimum 12 months' experience in a similar role or contact centre environment.
- Pre-cruise escalations and complaints handling experience preferred.
- Exceptional communication skills (written, verbal, and listening) with a clear and professional approach.
- Strong customer service commitment, ensuring a high-quality guest experience.
- Travel industry experience is desirable.
- Proficient in computer systems, with fast and accurate typing skills to manage multiple web chat inquiries simultaneously.
- Excellent organisational and time management skills, with the ability to prioritise tasks effectively.
- Resilient and adaptable, able to work under pressure and meet deadlines.
- Strong interpersonal skills, with the ability to build and maintain positive relationships.
- Self-motivated team player, demonstrating initiative and collaboration.
- High attention to detail, with strong problem-solving skills to address guest concerns effectively.
- _In setting expectations, there will be a two-stage interview _process._

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