Client Experience Advisor

2 weeks ago

Cape Town, Western Cape, South Africa Quark Expeditions Full time

We are searching for customer-focused travel professionals keen on providing the best post-booking customer experience for our global Quark Expeditions customers.


As the Client Experience Advisor, you will be joining a global team responsible for providing excellent customer service to clients travelling with Quark Expeditions.

You will handle all post-booking queries, producing travel documentation ready for their trip, as well as making any changes, amendments, or cancellations to the client bookings as required.

You will also upsell ancillary products when appropriate, to increase booking revenue.

Acting as a point of contact for our Quark clients, you will be a fountain of knowledge for our trips, destinations and products, able to offer the client guidance and information prior to their time of travel.

We are based out of our office on the Waterfront in Cape Town, and ask for you to work with the team in the office on a hybrid basis (2-3 days per week and then you will have the flexibility to work remotely from home on the other days.)


We offer a full-time permanent position, working 40 hours per week, the shift will be an evening shift starting at 6pm and finishing at 3am local SA time.

Quark Expeditions is the world leader in polar adventure travel.

Since 1991, we have been establishing a tradition of firsts in polar travel:

as the first to transit the Northeast Passage with adventure travelers; the first to take travelers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests.

Quark is recognized for its diverse fleet of passenger vessels and offers the widest variety of polar itineraries of any other adventure company.

We are committed to crafting and delivering life-changing experiences for our clients.

We draw on our unparalleled polar expertise to profoundly transform people's sense of themselves — and of the world around them.

Quark is part of the Travelopia group - Our award-winning travel brands build outstanding experiences for our guests, our business is not just about showing people the world but crafting new ways to experience it.

Our diverse portfolio of travel businesses are unified in their common purpose "To enrich lives through inspiring travel experiences", for not only our guests but also for the people and places we visit.


What you will be doing:

  • Listen and ask the right questions to discover the needs of each individual traveller
  • Responsible for the fulfillment and followup of B2B and Web bookings
  • Update customer information in the CRM system during and after each client touchpoint
  • Follow up with clients postsale to use the opportunity to upsell or offer ancillary products
  • Booking extra services and special requests, ensuring onboard and ground teams are aware
  • Handling all client requests for changes or cancellations regarding any services on their booking
  • Collaborating closely with suppliers for flights and insurance needs of the passenger
  • Responsible for supplier communications to ensure all services are provided as booked for the client
  • Keeping clients updated on all changes to flights and itineraries
  • Responding to unsatisfied customer complaints post travel
  • Help to coordinate and handle any emergency situations
  • Impact the company's bottom line by problemsolving and turning frustrated clients into repeat customers
  • Always performing with the aspiration to provide a trip of a lifetime

What are we looking for:


We are looking for customer-centric people with a passion for travel, able to provide the best client experience for our Quark customers.

Prior experience in a customer service role is required, ideally within the travel industry and a flair for sales is also very helpful.

You will need to have excellent interpersonal skills, able to communicate clearly with global clients as well as your globally-based team.

An additional language skill would be highly desirable, fluency in English is a requirement and then if you also speak French, Spanish, German or Portuguese then this will be very welcome

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