Pre-Departure Support Specialist
hace 4 semanas
About Us
The Moorings is a leading provider of yacht charter holidays, offering customers a unique and unforgettable experience. Our team is dedicated to delivering exceptional service and ensuring that every customer has a memorable holiday.
Job Summary
We are seeking a highly skilled and experienced Pre-Departure Support Agent to join our team. As a key member of our pre-departure team, you will be responsible for handling inbound calls, addressing customer inquiries, and providing assistance with post-sales activities prior to their holiday.
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.
- Provide feedback and report any issues or improvements to relevant management to support trading and customer retention.
Requirements
- Excellent communication skills with the ability to build strong, lasting relationships.
- Ability to work under pressure while meeting business targets.
- Proactive problem solver who takes ownership of performance and development.
- Knowledge of CRM systems, with HubSpot experience, is considered a plus.
- Experience with inbound and outbound calls.
- Ability to work effectively in a global environment.
- Passion for travel and customer service.
- Willingness to work flexible shifts, including weekends and nights.
Benefits
- Competitive salary.
- Health benefits.
- Paid time off.
- Employee Assistance Programme.
- Variety of 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 diverse teams deliver better results.
Together we will cultivate a diverse, equitable, and inclusive environment, where everyone can thrive. 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
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