We have an exciting opportunity at Sunsail and The Moorings! We are currently looking for a Customer Support Team Leader to join our pre-departure operations team based in Cape Town.
Sunsail and The Moorings are two incredible brands offering customers unique holiday experiences out on the water. From independent sailing holidays to fully catered crewed and power yacht charters, we offer our customers a 5-star service. Operating across the globe, we're passionate about being the very best and pride ourselves on providing unforgettable holidays that truly last a lifetime. With over 50 years of experience, we are the industry leaders in yacht charter.
Join us and in return you will be rewarded with: Competitive salary + commission21 days annual leaveMedical aid, life insurance, and pensionHybrid working - the role requires the successful candidate to work from our office in central Cape Town 3 days per weekTravel benefits and retail discountsWhat you will be doing:Lead by example, fostering a motivated and high-performing teamEnsure an efficient customer journey, from the moment of booking through to their arrival at our basesContinuously work to improve service levels and drive performance across key operational metricsHandle call volumes and allocate resources to ensure service levels are consistently achievedProvide ongoing mentorship, training, and development to team members, focusing on customer interactions and identifying specific training needs in products, processes, and soft skillsConduct regular training sessions to promote continuous improvement and support professional growth within the teamLead regular one-on-one meetings, SMART reviews, and daily team talks, including team huddles, to ensure open communication and progress trackingAddress and manage poor performance through established performance management programs, ensuring continuous improvementProvide regular business updates on team performance, highlighting any risks and opportunities to improve pre-departure operationsWhat we are looking for:Previous experience as a team leader within a call center environmentCustomer-focused with the ability to deal with, take ownership of, and solve complex customer issuesDisplays good commercial awareness and understanding of company business plans, objectives, and strategy, including competitor awarenessExcellent verbal and written communicator in English, with strong listening skillsStrong focus and dedication to supporting the team, even during busy periods that may require additional hoursKnowledge of HubSpot or similar CRM systems is advantageousGenuine passion for travel and connecting with othersIf you are looking for your next exciting adventure and have the experience we're looking for, apply today! Our dedication to equity, diversity & inclusionWe 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 flourish. 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 to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. Information received will be handled with the utmost discretion.
To request accommodations, please contact our team at ******
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