Customer Service Manager

At The Sunsail and The Moorings, 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! 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 are united by the same purpose, to have fun while creating extraordinary experiences on the water.
• Summary
• You would be the face of our base. As soon as customers arrive you would be there to assist with any queries regarding their holiday. From working reception, to paperwork administration and customer communication you would be involved in all base customer service elements.

Main duties will centre around the yachts, the customers, and the base. Working hours are typically 0800 to 1700, however you must be able to cover operational requirements which may include coming to work early or staying behind in the evening. As our busy days vary from week to week, schedule changes may be needed. Regular walking between the docks and the front desk will be a requirement of the role, to check on yachts and clients.
• What you will be doing
• - Being the representative of Sunsail and The Moorings for our customers and assist in accommodating their needs
• Meet and greet customers on arrival and ensure check in process is completed efficiently
• Ensure the yachts are well presented and have been quality checked prior to the clients boarding through working closely with the domestic supervisor, and dockmaster and support the client with boarding upon arrival
• Ensure clients are provided with an onboard safety and yacht briefing before departing the dock, and ensure they have watched the chart briefing online and received a local chart briefing which covers navigational hazards and potential grounding areas
• Ensure the Check In, Check Out booklet is completed in full for all clients, upon arrival and departure as applicable
• Work with the operations manager to ensure that all base staff have access to the customer feedback reviews, and NPS scores on a regular basis, participating in leading weekly team meetings to ensure its clear where things need to be resolved and working with the manager to set clear action plans
• Ensure late arrivals have clear information regarding the location of the yacht and where possible receive a first night basic yacht brief on lights and heads
• Schedule the weekly starts and ends and any ancillaries booked so the information can be relayed to the dock team
• Handle customer complaints efficiently and empathetically and follow up with the operations manager to ensure complaints are forwarded to global customer care
• Manage the reception desk, taking phone calls, and dealing with generic queries
• Completion of all relevant administration required for base operation, including liaison with local authorities
• Continuously improve and monitor local safety processes to ensure risk assessments and health and safety standards are always adhered to
• Liaise with our third party suppliers
• Monitor the customer feedback for the base, and actively address areas of concern through a solution oriented approach and through communicating with the operations manager and other leads. Ensure the customer service KPIs are meeting targets and in general that customers are pleased with the service they are given
• Work with head office teams across the globe to ensure connected approach, and seamless customer experience
• Support the base manager and base accountant with any other reasonable duties as required.
• What we are looking for
• - Must be a Thai national
• Experience in a customer facing position
• Excellent organisational skills together with the ability to prioritise workload
• Confident working independently and in a flexible and fast paced role
• Honest and reliable
• Ability to work to tight deadlines and under pressure
• Excellent communication skills, verbal and written (in both English and Thai)
• Strong team player, happy to support others
• Good attention to detail
• Leadership skills
• Works to their initiative, willing to learn, and driven to improve the customer experience
• Computer literate - including confident use of Microsoft Office
• Will need to efficiently use the CRM system to track upcoming bookings and any additional requests from guests
• Experience on boats/yachts, confident around the water