**About Us**:
Sunsail and The Moorings are part of the Travelopia group, which is one of the world's leading specialist travel groups providing customers with a diverse range of unique travel experiences. This includes adventure travel, safaris, private jet and polar expeditions, tailor-made luxury holidays, yacht and river boat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel.
We are excited to announce an exceptional opportunity to join our team as a Pre-Departure Team Lead at Travelopia in Costa Rica. As a world-class customer service role, this position offers a unique chance to work with a dynamic team and contribute to the flawless pre-departure experience for our valued customers.
**What you will be doing**:
At Travelopia, we strive to provide a world-class customer experience, and as the Pre-Departure Team Lead, you will play a crucial role in ensuring the successful implementation of our customer service strategies. We value collaboration and are committed to providing our team members with the vital support and resources to compete and excel in their roles.
**Responsibilities**:
- Lead and supervise a team of pre-departure specialists to ensure the highest level of customer service and satisfaction.
- Manage and resolve customer inquiries and issues in a timely and efficient manner.
- Collaborate with other departments to streamline processes and improve overall customer experience.
- Conduct regular performance evaluations and provide coaching and feedback to team members.
- Develop and implement strategies to optimize team performance and meet departmental goals.
- Stay on top of current industry trends and proven methods to consistently enhance our pre-departure services.
- Support with recruitment & interviews of new starters
- Monitor attendance, shift adherence and manage any absence
- Conduct 1:1s & SMART reviews
- Engage with post-sales live chat
**Requirements**:
- Proven experience in a customer service leadership role, preferably in the travel industry.
- Exceptional communication and interpersonal skills to effectively interact with customers and team members.
- Strong organizational and multitasking abilities to manage a high volume of customer inquiries.
- Ability to work under pressure and meet strict deadlines in a fast-paced environment.
- Attentive to details, emphasizing precision and strong problem-solving abilities.
- Proficiency in Microsoft Office and customer service software.
- Flexibility to work late shifts for at least three days a week, occasional weekends, and attend boat shows as part of the sales team.
- Inbound & Outbound call center experience
- Proven sales skills
- Hybrid role (twice a week in the office)
- HubSpot or CRM knowledge a plus
**What we offer**:
- 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 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
Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly advise us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.
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