Pre-Departure Support Agent

at  The Moorings

ABOUT US

Sunsail and The Moorings are part of the Travelopia group, which is one of the world’s leading specialist travel groups, providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel.
Sunsail and The Moorings are 2 incredible brands offering customers unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and power yacht charter, we offer our customers a 5* service. Operating across the globe, we’re passionate about being the very best and pride ourselves on providing unforgettable holidays that truly last a lifetime. With over 50 years of experience, we are the industry leaders in yacht charter.

WHAT YOU WILL BE DOING:

At Travelopia Yachts, we are committed to providing exceptional service to our customers from the moment they book their holiday to the time they depart. As a Pre-Departure Support Agent, your role is pivotal in ensuring that our customers receive a premium level of service, addressing their inquiries, and providing assistance with post-sales activities prior to their holiday. Your extensive knowledge, organizational skills, and experience within the pre-departure team will be instrumental in delivering an outstanding customer experience. This role primarily involves handling inbound calls with some administrative functions, including the opportunity to book charters and upsell ancillaries. While 80% of your time will be dedicated to pre-departure activities, the remaining 20% will involve any outstanding sales activities.

KEY RESPONSIBILITIES:

• Manage incoming pre-departure calls from customers, aiding and addressing queries.
• Assist post-sales calls and inquiries like troubleshooting and guiding customers on any paperwork queries or issues.
• Offer suggestions and recommendations on itineraries to enhance customers’ holiday experiences.
• Conduct outbound concierge calls to communicate pre-departure information and ensure customer satisfaction.
• Conduct outbound calls to collect outstanding final payments and follow up on missing paperwork.
• Upsell ancillaries to customers to enhance their holiday experience and generate additional revenue.
• Engage with customers via post-sales live chat to address inquiries and provide assistance.
• Maintain flexibility to assist colleagues in the aftersales department and cross-train when required.
• Stay updated on travel products, trends, protocols, and service updates to provide informed assistance to customers.
• Attend relevant training sessions with product and system suppliers to ensure adherence to best practices.
• Produce and maintain daily, weekly, and monthly reports to track performance and identify areas for improvement.