Pre-Departure Support Agent

at  The Moorings

ABOUT US

At our company, we take pride in not only inspiring and advising customers during their holiday bookings but also in delivering exceptional service before their departure. In this role, you will play a crucial part in providing a premium level of service to all customers through your knowledge, organizational skills, and experience within the pre-departure team. Your role will include Assisting guests with all post-sales activities communicated to customers before their holiday. Handle inbound calls confidently, addressing customer inquiries and providing information. Interact effectively within the organization to ensure a seamless experience for customers. Perform vital administrative functions related to customer service. Identify opportunities to book charters and upsell ancillary services to existing customers.

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.

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 happiness.
• Conduct outbound calls to collect outstanding final payments and follow up on missing paperwork.
• Upsell ancillaries to customers to improve 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 standard methodologies.
• Produce and maintain daily, weekly, and monthly reports to supervise performance and identify areas for improvement.
• Provide feedback and report any issues or improvements to relevant management to support trading and customer retention.