Cape Town: Client Experience Expert (B2C) posted by Kendrick Recruitment

Client Experience Expert Luxury African Safari & Tours Company | Cape Town

Kendrick Recruitment is seeking a professional and customer-focused Client Experience Expert to join a leading Luxury African Safari and Tours Company in Cape Town. This role offers a salary of R30,000 per month (negotiable depending on experience) and provides an opportunity to enhance client experiences before, during, and after their travels.

The ideal candidate will have strong travel industry experience, excellent communication skills, and a passion for delivering exceptional service to clients and agents.

Key Responsibilities Customer Experience:

• Liaise with clients post-deposit, advising on visa requirements and travel essentials

• Arrange gifts and personalised touches for clients where applicable

• Provide pre-trip and on-trip support, including key touchpoints such as reminders and special occasion messages

• Communicate pre- and post-travel updates, e.g., welcome home mailers

• Manage complaints and amend services where required

Key Responsibilities Bookings Management:

• Sell add-on services such as day tours, cultural visits, or balloon safaris

• Process refunds and changes, including flights and park fees

• Review final documentation and send to clients

• Assist with booking and itinerary changes or cancellations alongside Sales Consultants

• Provide emergency phone duty support

Key Responsibilities Third-Party Liaison:

• Work closely with suppliers and product teams to resolve issues before or during travel

Ad-Hoc Responsibilities:

• Support consultants in managing inboxes during periods of leave

Qualifications:

• Matric

• Diploma in Travel and Tourism or relevant tertiary qualification (advantageous)

Experience & Knowledge:

• Minimum of 35 years experience in the travel industry

• Professional email and telesales communication experience

• Strong customer service background

• Experience using quoting systems, Bazaruto advantageous

Skills & Competencies:

• Deciding and initiating action

• Persuading and influencing

• Planning and organising

• Presenting and communicating effectively

• Working with people and building relationships

• Exceptional written and verbal communication skills

• Researching and learning

• Delivering results and meeting customer expectations

• Adapting and responding to change

• Coping under pressure and setbacks

• Seamless administration and organisational skills

• Creativity and problem-solving

Attributes & Behaviours:

• People-focused and accountable

• Detail-oriented and organised

• Solutions-driven, adaptable, and confident

• Independent, proactive, and agile

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 may be required for work purposes

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, caring family spirit, teamwork, dedication to service, consistent quality, and going the extra mile

• Attendance at staff events during working hours is compulsory

• Attend all required Training & Development programmes

This is an excellent opportunity for a dynamic and client-focused professional to deliver exceptional travel experiences and support the growth and reputation of a luxury safari and tours operation.