Cape Town: Agent Support Coordinator posted by Kendrick Recruitment

Agent Support Coordinator Luxury African Safari & Tours Company | Cape Town

Kendrick Recruitment is seeking a professional and organised Agent Support Coordinator to join a leading Luxury African Safari and Tours Company based in Cape Town. This role offers a salary of R35,000 R40,000 per month (negotiable depending on experience) and provides an opportunity to support agents, improve digital adoption, and contribute to exceptional trade engagement.

The ideal candidate will have experience in sales support or customer service within the travel, hospitality, or tourism sectors, strong communication skills, and a passion for African travel and responsible tourism.

Key Responsibilities Agent Triage & Tiered Support:

• Act as the first point of contact for low- and mid-volume agent inquiries

• Respond to questions related to availability, product basics, booking processes, and account setup

• Escalate complex or strategic queries to senior team members as required

• Maintain accurate records of agent interactions in CRM systems

Key Responsibilities Agent Education & Digital Resource Enablement:

• Guide agents in using online resources such as availability portals and itinerary builders

• Collaborate with the Business Development team to create and maintain onboarding guides, how-to documents, and explainer content

• Host basic training sessions or small-group webinars to improve agent self-sufficiency

• Identify common barriers to digital adoption and provide feedback to the team

Key Responsibilities Trade Engagement & Admin Support:

• Assist in researching new agent prospects and preparing for outreach campaigns

• Support event logistics, trade show preparations, and follow-up communications

• Help create and distribute tailored sales collateral and marketing tools

• Gather feedback from agent familiarisation trips to improve sales content and campaigns

Qualifications & Experience:

• 24 years experience in sales support, customer service, or trade-facing roles, preferably in travel, hospitality, or tourism

• Familiarity with African travel or safaris advantageous

• Tech-savvy and comfortable guiding others through online tools and digital platforms

• Strong written and verbal communication skills with a professional, helpful tone

• Highly organised, proactive, and self-motivated, particularly in remote work environments

• Solid working knowledge of Microsoft Word, Excel, and PowerPoint

• Experience with CRM platforms preferred; confident learning and using digital tools to manage agent communication and sales tracking

Required Work Practices:

• Promote the Sales team as best-in-class externally with clients and internally with stakeholders

• Uphold and contribute to the companys reputation as a leading safari operator

• Demonstrate company values including genuineness, inspired to do good, caring family spirit, teamwork, dedication to service, consistent quality, and going the extra mile

• Attend staff events during working hours as required

• Participate in all Training & Development programmes

Conditions & Working Hours:

• Work 9 hours per day, including a 1-hour lunch break, with flexibility depending on team setup

• Overtime may be required during peak periods, compensated with time off in lieu

• Occasional travel for work may be required

This is an excellent opportunity for a detail-oriented, proactive professional to provide high-quality agent support and contribute to the growth and reputation of a luxury safari and tours operation.