![Follow Alice](https://media.trabajo.org/img/noimg.jpg)
Travel Customer Support
2 weeks ago
Salary:
,30-32 ZAR Per Month (& perks)
Workload:
Full-time
Where:
Cape Town + opportunity to be remote
When:
Starting by agreement
About Us
Follow Alice is your trusted friend if you prefer to buy experiences, not things. We enrich lives and make the world feel alive again. We are a young, passionate travel startup building the next-generation adventure travel company.
Our mission is to create a unique offering for a curious community of people seeking extraordinary experiences around the world.
We are set up as a digital nomad company working from different places around the globe with a small but expanding customer support team in Cape TownThat's Where you Come in -:
Skills and Qualifications
- At least three years of experience as a customer service/support Manager in the travel industry
- Train, counsel and coach employees on proper customer service delivery methods and introduce internal KPIS/SLAS.
- Monitor sickness and performance and implement improvement plans as needed.
- Experience of Onboarding and training new staff
- Be available Emergency weekend phone cover on rota and out of hour emergencies as needed
- Work closely with the finance and Supplier Ops manager
- Make recommendations on areas of improvement and potential issues with our current customer satisfaction method
- Report on customer feedback and be able to use Excel to drive customer data insights
- Ensure all trip administration is accurate given on time to the local teams
- Experience of reengineering and rebuilding customer service processes from the ground up
- Experience of at least 3 years managing a customer support/admin travel team
- Build a customer case/resolution process and centralise
- Escalation point for customer issues and resolution
- Demonstratable experience of direct Management of more 10 people
- Help meet customer service financial goals.
- Leadership and hands on management skills
- Customer service orientation
- Prior experience with customer service databases, software and tools
- Communication and customerfacing skills
Great to have
- Welltravelled and knowledge of our current and future destinations
- Experience of transforming Customer Support and Operations in a high growth company
- Experience working in a startup environment
- Techsavvy and keen to automate our operational set up using technology
Job Types:
Full-time, Permanent
Salary:
R30 000,00 - R32 000,00 per month
Experience:
- Customer Services Management in the travel industry: 3 years (required)
- Managing more than 10 staff within the travel sector: 3 years (required)
- In transforming customer support operations: 3 years (preferred)
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