Aftersales Agent (Spanish speaking)

The Moorings and Sunsail have an abiding passion for sailing, by taking sailing holidays to the next level across the most spectacular destinations worldwide which keep our customers coming back again and again! From independent sailing holidays to fully catered crewed and power yacht charters we offer our customers a range of product options, and most importantly an unforgettable experience. 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 creating extraordinary experiences on the water.

Joining as part of the After Sales team, 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 a sales team. This will entail all post-sales activities communicated with customers prior to their holiday.

Key Responsibilities:

  • Manage incoming paperwork required for yacht charters to ensure the seamless customer experience
  • Update/upload/manage existing bookings and relevant passenger information
  • Manage email capture report and online bookings – check and capture missing information plus issue online bookings invoices if necessary
  • Investigate and resolve issues on existing bookings as per requests from internal departments or overseas operations
  • Manage pre-departure incoming calls from customers with Q&A
  • Manage outbound calls to communicate pre-departure information with customers
  • During peak periods cover phone calls and support the sales with incoming enquiries
  • Where necessary would be expected to work weekend shifts and attend boat shows as part of the sales team
  • Support customers with Shopify queries
  • Collecting outstanding final payments  
  • Manage Guestlist and follow up missing paperwork to make sure all pre-departure data is collected from each customer
  • Upselling on ancillaries to deliver additional revenue
  • Manage Hello Sign (T&C’s) and pre-departure documentation
  • Manage post-sales Livechat

What we are looking for:

  • Excellent communication skills, and ability to build strong lasting relationships
  • Can work well under pressure meeting business targets
  • Strong customer focus striving to exceed customer expectations
  • Highly numerate with excellent attention to detail
  • 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 CRM knowledge a plus
  • Outbound calling experience
  • Knowledge of computerized reservation systems
  • Strong written and verbal communication skills
  • Must be able to work individually and in a team environment
  • Prior Sales and customer service experience
  • Multilingual - English and Spanish 

Information

  • Reference:
    VS241721CleAAS
  • Location:
    Clearwater, Florida, United States of America
  • Postcode:
    3759
  • Employment:
    Permanent
  • Salary:
    Competitive
  • Posted:
    Fri, 23 Oct 2020
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