Cape Town City Centre: Client Experience Expert

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.