Pre-departure Support Agent

3 weeks ago

Cape Town, South Africa The Moorings Full time

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. In this role you will support the delivery of a premium level of service to all customers through knowledge, organisation skills and your experience within the pre departure team.

This will entail all post sales activities communicated with customers prior to their holiday. Speaking confidently to our customer’s and interacting within the organization will be an important aspect of this position.

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

**Key Responsibilities**:

- Ensure perfect customer experience: Process pre-departure paperwork, troubleshoot inquiries, and communicate departure information (inbound & outbound calls).
- Increase revenue: Upsell additional services (outbound calls), collect final payments, and support customers with Shopify orders.
- Maintain data accuracy: Run passenger lists, follow up on missing paperwork, and handle after-sales live chat.
- Team orientated: Assist colleagues across the department, provide cross-training, and participate in boat shows (including weekend shifts).
- Quality & Improvement: Take ownership of work, strive to exceed service levels, and actively contribute to improvement initiatives.
- Stay informed: Attend training sessions, keep up-to-date on industry trends and protocols, and generate reports for management.

**Key Skills & Qualifications**:

- Excellent communication (written & verbal) in English & German.
- Strong customer focus going above and beyond (builds lasting relationships).
- Proactive problem solver with ownership of performance & development.
- Confident, self-motivated teammate.
- Call center experience with Hubspot/CRM knowledge (outbound calling a plus).
- Ability to work in a global environment with a passion for travel & people.
- Minimum qualifications: PC skills, prior customer service experience, some sales skills, attention to detail, customer focused, and availability for evening shifts.

**Our dedication to equity, diversity & inclusion**:
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. Information received will be handled with the utmost discretion.

LI-CM1 #LI-ONSITE

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