The Yachts division of Travelopia comprises of Sunsail, The Moorings and Leopard Catamarans, which are 3 incredible brands offering customers unique holiday experiences out on the water as well as Yacht Ownership.
In the Yacht Ownership part of the Yachts division (www.yachtownership.com), we design spacious, robust, performance-driven cruising catamarans in collaboration with Robertson and Caine. We also purchase a large number of sailing monohulls from Groupe Beneteau for our charter fleet. The yacht sales activity at Travelopia Yachts includes the sale of new charter yachts in the Moorings and Sunsail ownership programs, the worldwide exclusive distribution of Leopard Catamarans and the sale and brokering of used yachts, either out of the charter fleet or privately owned.
The secret to our success within the yacht industry lies in our exceptional teams, were 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 to join our team. In this role you will support the delivery of a premium level of service to our customers through knowledge, organisation skills and your experience within the Pre Departure Support Team (PDST). This will entail all post sales activities communicated with customers prior to their holiday. Speaking confidently to our customers and interacting with ease across global departments and levels within the organization will be the key aspect of this position. Additional to administrative work, this position will required 3 evening shifts per week taking inbound calls from the US.
What you will be doing:
- Ensure that all outstanding pre-departure paperwork and payments are acquired from our guests.
- Work evening shifts to handle our inbound pre-departure call centre with the aim of freeing up the sales teams.
- Get along with guests on Live-Chat.
- Make outbound calls to communicate pre-departure information with customers and seek payments/paperwork.
- Would be required to work night shifts minimum 3 days per week.
- Would be expected to work occasional weekend shifts and attend boat shows as part of the sales team.
- Support customers with Shopify orders and queries.
- Upsell ancillaries to deliver additional revenue.
- Be flexible and willing at to assist and/or cross-train colleagues regarding pre-departure related processes.
- Take ownership and accountability of own quality of work to minimize the risk of errors.
- Take ownership of personal educational needs to perform the role.
- Set SMART objectives each year and work in a systemized way to achieve and exceed these.
- Keep up to date with all work related products, travel trends, travel requirements / protocols and service updates.
- Attend any training sessions with product and system suppliers that are relevant, ensuring current and best practice are followed at all times.
- Produce and maintaining daily, weekly and monthly management reports.
- Feedback and report to relevant management & internal contacts, issues and improvements to support trading & customer retention
- Use all available systems but principally Amadeus to obtain the best flights and fares to meet the businesses requirements - ad-hoc and groups.
- Quote detailed airline net/negotiated/published fare contracts.
- Use expert fares knowledge to drive the lowest possible rate on all itineraries seeking fare combinations where relevant.
- Processing any changes/cancellations to bookings as required.
- Working closely with central aviation of any airline schedule changes to ensure all PNRs are actioned and customers notified of any schedule changes where applicable.
- Monitor the flights ticketing on Amadeus according to agreed pre-departure timescales
- Ensure flight manifests are dispatched according to agreed timeframes
- Support the answering of request tickets raised on the aviation helpdesk
- Feedback and report to relevant management/internal contacts issues and improvements to support trading & customer retention
- Employees must be aware of the responsibility placed on them to maintain and balanced and safe working environment for both staff and visitors
- 3+ years experience in searching for and booking flights for customers.
- Excellent communication skills, builds strong lasting relationships. Strong telephone skills with an understanding of building a rapport/trust with the client
- Ability to work under pressure meeting business targets
- Striving to exceed customer expectations
- Pro-active problem solver and takes ownership for own performance and development
- Confident, self-motivated and a good collaborator
- An understanding of a call centre environment and culture
- HubSpot or other CRM knowledge
- A passion for travel and people
Operating across the globe including Europe, South Africa, North America and South East Asia, were 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 worlds 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
We believe people are happier and perform best when they are able to be their true selves, and that teams with varied strengths deliver better results.
Together we will develop a diverse, equitable, and environment, where everyone can thrive. Committed to inspiring change through a growing awareness of, and counteracting, unconscious bias; building an inclusive culture, and accepting diversity in all its dimensions
