Pre-departure Support Agent

4 weeks ago

Cape Town, South Africa The Moorings Full time

The Yachts division of Travelopia comprises of Sunsail, The Moorings and Leopard Catamarans, which are 3 incredible brands offering customer’s unique holiday experiences out on the water as well as Yacht Ownership.

The secret to our success within the yacht industry lies in our exceptional teams, we’re united by the same mission: to have fun while crafting extraordinary experiences on the water.

We pride ourselves on not only inspiring and advising customers when they make their holiday booking but also on delivering a fantastic service prior to their departure

We are looking to add a Pre-departure Support Agent (German/English) to join our team. This will entail all post sales activities communicated with customers prior to their holiday. Speaking expertly to our customer’s and interacting within the organization will be an important aspect of this position. This role is a balance between inbound call taker and admin functions.

The role also includes some sales functions for upsell ancillaries to existing customers.

**What you will be doing**:

- Manage pre-departure paperwork required for yacht charters to ensure seamless customer experience
- Take inbound pre-departure related calls from customers around the world and assist customers with troubleshooting on any paperwork queries
- Make outbound calls to communicate pre departure information with customers and to upsell ancillaries
- Where necessary would be expected to work weekend shifts and attend boat shows as part of the sales team
- Support customers with Shopify orders and queries
- Outbound calling to collect outstanding final payments
- Manage passenger list and follow up missing paperwork to make sure all pre departure data is collected from each customer
- Manage after sales live-chat
- Be flexible and willing at all times to assist colleagues throughout the pre-departure department and provide cross training when required.
- Take ownership and accountability of own quality of work to minimize the risk of errors
- Achieve and exceed service levels agreed with the business
- Keep up to date with all work related products, travel trends, travel requirements / protocols and service updates.
- Attend training sessions with product and system suppliers that are relevant, ensuring current and best practice are followed at all times.
- Produce and maintain daily, weekly and monthly management information.
- Feedback and report to relevant management/internal contacts issues and improvements to support trading & customer retention

**What we are looking for**:

- Fluent German speaking and writing
- Strong written and verbal communication skills in both English and German
- Fluent German speaking and writing
- An understanding of a call centre environment and culture
- HubSpot or CRM knowledge
- A passion for travel and people
- Must be prepared to do shift work - minimum 2 late shifts per week
- Amadeus skills would be a bonus

**Working with us**:
Operating across the globe including Europe, South Africa, North America and South East Asia, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, trekking and more.

**Join us and in return you'll be rewarded with**:

- Competitive salary
- Various employee discounts and offers
- Career progression opportunities

Please note that for all benefits, details were accurate as at the date of publication. Any changes will be notified to you upon your start with the Company.

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