Retail Safari Guest Liaison

2 weeks ago

Cape Town, Western Cape, South Africa Tanya Serra Full time
Job Posted: 21-Aug-2023

  • Location: Cape Town
One of East Africa's long-standing safari companies.

Having built a reputation for incredible safari experiences and has a leading presence in the main safari destinations in Tanzania and Kenya as well as a driving role in several pioneering projects.


ROLE OVERVIEW


This position forms a key part of the Retail Team as a vital first contact with guests, making an impression of the brand and the service offered, and acting as a systems and product super user with sales consultation experience.


You are responsible for pre-qualification of leads, communicating with guests and gathering information, as well as overseeing allocations to the tee, working closely with the Retail Sales Manage and Guest Service Team.

Excellent communication skills, tenacity and good East Africa product knowledge are required, as well as a good understanding of sales and the desire to provide high levels of customer service.


THE PERSON PROFILE

  • Experience in, and knowledge of East Africa Safari sales advantageous (Kenya & Tanzania) and at least 2 3 years' experience in safari industry
  • Experience working in a sales team environment and / or operations background
  • Strong sales and customer service skills (written & telephone)
  • Working knowledge of Hubspot or similar CRM system
  • Strong administration and organizational skills
  • Meticulous attention to detail
  • Excellent communication skills, a service delivery mindset and a strong customer service focus both internally with colleagues and externally with guests
  • Must work well under pressure
  • Excellent time management skills with the ability to multitask and prioritize tasks
  • Proactive mindset and cando attitude
  • Ability to work independently as well as within a broader team setup
  • Good computer literacy including use of inhouse sales systems
  • Strong administration and organizational skills
with great attention to detail with desire for continuous improvement

  • Energetic and eager to learn

KEY ACCOUNTABILITIES & RESPONSIBILITIES

  • Acting as a first point of contact for enquiries, you will be responsible for the sales journey of enquiries until allocated or closed
  • In all communications, displaying high service standards as a representative and first impression
  • Answering questions and providing information for general enquiries not yet at booking stage, using website and branded collateral documents
  • Using Hubspot to maintain accurate records of enquiry phase, all communications and follow ups, using sequences and templates as required
  • Make all systems checks to identify enquiries shopping around and handle according to team guidelines to minimise conflict and double work within the sales team
  • Handling all C and D grade leads, as well as others as required by the Retail Sales Manager and enquiries team, with the goal of converting as many as possible to A and B to assign to specialists
  • Handling of SADC resident enquiries and short bednight requests, including quotation and full sales servicing of these leads, if required due to capacity in team
  • Proactive approach to follow ups with enquiries at planning phase until such point that they are ready to move to quotation and consultation with East Africa Specialist
  • Allocating leads to East Africa Specialists, in consultation with Retail Sales Manager, considering capacity, knowledge and specialist interest areas of the guests
  • Monitoring of team capacity on daily basis to ensure efficient allocations process
  • Responding to Live Chat enquiries as required
  • Job Title
  • Retail Safari Guest Liaison
  • Travel & Tourism
  • Employer Type
  • Employer Type
-> Tour Operators/Travel Agents

  • Job Type
  • Job Classification > Travel Consultant
  • FT/PT
  • Job Type
-> Full-time

  • Province
  • Location > Western Cape
  • Town/City
  • Cape Town
  • Salary Type
  • Monthly
  • Salary
  • R R25 000
  • Start Date
  • TBA
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