Pre-Travel Consultant

At The Moorings and Sunsail, we plan and deliver fantastic yacht charters across the world. We have an abiding passion for sailing, taking yachting holidays to the next level across the most spectacular destinations worldwide which keep our customers coming back again and again!

The secret to our success within the yacht industry lies in our exceptional teams, we are united by the same purpose, to have fun while creating extraordinary experiences on the water.

We are looking to hire a Pre-Travel Consultant to join our team! Reporting to Pre-Travel Support Leader, you’ll ensure that our customers receive a premium level of service, addressing their inquiries and providing assistance with post-sales activities prior to their vacation. 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.

What we’ll offer:

• 15 vacation days annually.
• Birthday off.
• Health insurance “CCSS”
• 13th month bonus “Aguinaldo”
• Employee Group Travel Benefits
• Hybrid work environment
  
  

What you’ll do:

• Manage incoming pre-departure calls from customers, helping and addressing queries, and assist the Pre-Travel Consultant team in handling post-sales calls and inquiries.
• Conduct outbound concierge calls to communicate pre-departure information, ensure customer satisfaction, and engage with customers via post-sales live chat to address inquiries and provide assistance.
• Troubleshoot and provide guidance to customers on any paperwork queries or issues, including collecting outstanding final payments and following up on missing paperwork.
• Offer suggestions and recommendations on itineraries to enhance customers' vacation experiences and upsell ancillaries to generate additional revenue.
• Provide support to customers with Shopify orders and queries.
• Work occasional weekend and night shifts, as well as attend boat shows as part of the sales team.
• Maintain flexibility to assist colleagues in the aftersales department and cross-train when required.
• Take ownership and accountability for the quality of work, aiming to minimize errors and exceed service levels.
• Stay updated on travel products, trends, protocols, and service updates to provide informed assistance to customers, and attend relevant training sessions with product and system suppliers to ensure adherence to standard processes.
• 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.
  
  

What you’ll bring:

• Excellent written and verbal communication skills with a pleasant telephone manner and the ability to build strong, lasting relationships.
• Strong customer focus and passion for travel and customer service, striving to exceed customer expectations at every touchpoint.
• Prior experience in customer service, with demonstrated sales skills and the ability to identify upsell opportunities.
• Proactive problem solver who takes ownership of performance and development, with a commitment to continuous improvement.
• Confidence, self-motivation, and the ability to work both independently and collaboratively in a team environment.
• Collaborative team player with strong interpersonal skills and a positive, solutions-oriented attitude.
• Ability to work under pressure while meeting business targets and maintaining high-quality service.
• Willingness to work flexible shifts, including weekends and nights, with a strong work ethic and professional reliability.
• Experience with inbound and outbound calls and an understanding of call center environments and cultures.
• Ability to work effectively in a global environment, adapting to different customer expectations and cultural contexts.
• Knowledge of CRM systems, with HubSpot experience considered a plus, and overall proficient IT skills.
• Strong organizational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.
  
  

We believe people perform best when they can be their true selves and diverse teams drive better results. We’re committed to fostering a diverse, equitable, and inclusive environment where everyone can succeed.

Travelopia ensures an inclusive workplace for all. If you need accommodations during the recruitment process, please inform us here: [email protected]