Dream Yacht Charter, founded by Loïc Bonnet in 2000, is the world leader in boat rentals with a portfolio of innovative brands. The company offers boat rentals, cabin charters, or crewed charters, as well as boat ownership programs.
Today, our fleet includes over 800 yachts in more than 50 destinations worldwide, including North America, the Caribbean, and the Bahamas. Our clients can book boats without a crew, with a crew, or by the cabin in some of the world's most beautiful cruising locations, such as the Mediterranean, the Caribbean, Croatia, the Ionian Islands, as well as Tahiti and the Maldives.
About the job
Dream Yacht Charter is seeking an experienced Customer Care Leader for a 6-month fixed-term contract who will be a key player in impacting our customer satisfaction and the growth and development of the world leader in sea-based tourism, Dream Yacht Group.
You will be responsible for managing customer claims and arbitrating all cases with the goal of providing the best possible outcomes for our customers. Working closely with Operations & Quality Control, you will deliver industry-leading and dynamic levels of customer care at Dream Yacht Charter so that our customers repeatedly book with us.
You will evaluate user cases through data and be comfortable working with our teams to implement changes that ensure a positive customer experience.
Ensuring that our customers are provided with the best possible care and attention is your primary goal. This is a customer-facing role and part of the commercial side of the business.
As Customer Care Lead, your Key Responsibilities include :
* Be the point of contact and main area of expertise for customer claims.
* Work closely with team leaders to support the improvement of customer-facing teams’ performance to enhance customer satisfaction and minimize opportunities for claims. You will create and drive excitement within the business to provide great care and service at Dream Yacht Charter.
* Directly handle any complex claims or expressions of dissatisfaction from customers (flagged by the Sales team) and work towards an amicable outcome, leaving the customer with a positive experience.
* Interpret customer insight data, report areas of concern, and actionable areas of improvement to team leaders & management – using data to make informed, data-driven suggestions and decisions.
* Assist in developing a customer compensation strategy that ensures a positive and consistent approach across the company.
* Constantly drive improvements to customer care with the vision to achieve a world-class brand image.
* Assist the Head of Customer Experience by providing insights to improve the customer journey and internal workflows.
Benefits :
We offer our full-time employees an excellent benefits package that currently includes, but is not limited to :
* Competitive salary based on experience, skills, and education.
Skills :
* Proven success in delivering excellent customer service and minimizing dissatisfaction.
* Fluent in English and French, with German and Italian as a plus.
* Comfortable collaborating with global teams and working with Sales and Operations to improve client handling.
* Experience resolving complex disputes effectively and positively.
* Strong strategic thinker, excelling in a fast-paced environment.
* Highly proficient with helpdesk software like Zendesk, SaaS technology in general, and Excel.
Must have :
* 2-5 years of customer-facing experience providing end-to-end service in the travel industry.
* Experience in improving customer care processes and workflows.
* Experience in tourism brands like cruise lines, airlines, tour operators, or hotels.
* A reliable, dynamic, and collaborative team player with integrity and personal responsibility.
* Ability to follow procedures, manage schedules, and meet deadlines.
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