Western Cape: Client Experience Expert posted by Wild Dreams Hospitality

Client Experience Experts are pivotal in ensuring exceptional customer interactions. They prioritize customer satisfaction throughout the entire journey, from pre-travel preparations to the trip itself. These experts specialize in delivering memorable experiences that exceed expectations, ensuring that each customer interaction leaves a lasting positive impression.

Candidate requirements

• Relevant tertiary qualification (advantageous)
• Minimum of 3-5 years Travel Industry experience
• Professional email and telesales communication
• Customer service experience
• Experience using our quoting system, Bazaruto (advantageous)

Candidate responsibilities

• Client liaison and relationship building post deposit payment received, e.g., advising clients on basic visa requirements
• Arranging of gifts if applicable
• Pre and on trip support and client communication / key touchpoints (e.g., messaging clients re special occasions; reminders; last minute sight seeing)
• Pre and post travel communication / mailers, e.g., welcome home mailer
• Complaint management e.g., amending services where required
• Sell add on services e.g., day tours, cultural visits or balloon safaris
• Processing of Refunds – i.e., flight refunds and changes in Bazaruto
• Handling logistics and park fee changes
• Final documentation review and sending of documentation to clients
• Along with the Sales Consultant, handling of booking/itinerary changes or cancellations
• Emergency phone duty
• Work closely with suppliers / product to resolve issues pre or during travel
• Assist consultants in managing inbox while on leave.

Conditions and Working Hours

• You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.
• Overtime may be required during peak periods for which you will be compensated with time off in lieu.
• You may be required to travel for work from time to time.