sunsail, the moorings & leopard catamarans

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 aiding 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:

• Base Salary + Commission gives possibility for R430k OTE on the 1st year
• Flexible hybrid working (2 days a week in our Cape Town office)
• Competitive salary plus performance-based commission scheme
• Medical aid, life insurance and pension fund benefits
• Travel benefits and discounts
• 21 days annual leave plus SA public holidays and your birthday off

What you’ll do:

• Manage incoming pre-travel calls and emails from customers, providing assistance and addressing queries.
• Troubleshoot and provide guidance to customers on any paperwork queries or issues.
• Offer suggestions and recommendations on itineraries to enhance customers' vacation experiences.
• Conduct outbound concierge calls to communicate pre-travel information and ensure customer satisfaction.
• Conduct outbound calling to collect outstanding final payments and follow up on missing paperwork.
• Upsell ancillaries to customers to enhance their vacation experience and generate additional revenue.
• Provide support to customers with Shopify orders and queries.
• Engage with customers via post-sales live chat to address inquiries and provide assistance.
• Maintain flexibility to assist colleagues in the sales department and cross-train when required.
• Take ownership and accountability for the quality of work, striving to minimize errors and exceed service levels.
• 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.
• Provide feedback and report any issues or improvements to relevant management to support trading and customer retention.
• Work a standard 8-hour day with a shift pattern between 11:00–22:00. This ensures a schedule aligned with US time zones, with occasional weekend shifts.

What you’ll bring:

• Excellent communication skills with the ability to build strong, lasting relationships.
• Pleasant telephone manners and clear communication voice
• Ability to work under pressure while meeting business targets
• Strong customer focus, striving to exceed customer expectations
• Proactive problem solver who takes ownership of performance and development
• Confidence, self-motivation, and collaboration skills
• Understanding of call centre environments and cultures
• Knowledge of CRM systems, with HubSpot experience considered a plus
• Experience with inbound and outbound calls
• Ability to work effectively in a global environment
• Passion for travel and customer service
• Collaborative team player
• Additional foreign language such as German or French is highly advantageous.
• Strong written and verbal communication skills.
• Ability to work both independently and collaboratively in a team environment.
• Willingness to work flexible shifts, including weekends and nights.
• Proficient IT skills.
• Prior experience in customer service.
• Demonstrated sales skills

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: Talent@Travelopia.com 

#LI-CR1 #LI-HYBRID