Customer Experience Specialist

2 weeks ago


Cape Town, Western Cape, South Africa amplify5 Full time

amplify5 is opening a world of new possibilities as we grow our client relationships and campaigns and as we do so another exciting opportunity to join our team has arisen.


If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, innovative environment, we want to hear from you.

Be a part of an amazing, dynamic team shaping the future of travel.


The purpose of the role consists of, but not limited to, assisting clients with travel requirements, booking flights, hotels, rail, arranging car hire, airport parking and advising on travel visas.


What you will be doing:

  • Manage a portfolio of existing clients and accounts
  • Offer first class customer service at all times
  • Providing a variety of quotations to clients not favouring one airline/supplier
  • Following up quotations each morning to ensure we have provided what was required and offer any further help
  • When a quotation is cancelled try to find out if there is anything we could have done differently
  • Work with Business Account Managers to maximise opportunities and pass on relevant leads
  • Working closely with both Ticketing and Finance to ensure reservations/tickets are issued without any problems
  • Meet and exceed personal objectives in line with company KPIs and account SLAs
  • Understand key products, services and unique selling points
  • Promote and support the values and behaviours and promote the company culture.
  • Attend and participate in team meetings
  • Identify any areas where inhouse training would improve performance
  • Attend airline training sessions

What a good fit looks like:

  • Customer service orientation with a passion for exceeding expectations.
  • Excellent verbal and written communication skills in English.
  • Strong experience of nett fares, including airpasses and RTW fares
  • Excellent travel industry and worldwide travel knowledge having preferably travelled extensively
  • Good CRS knowledge, Galileo preferable but crosstraining can be undertaken
  • Strong ticketing experience, including nett fares, reissues etc

What you will need:

  • Minimum of 2 years' unbroken experience in customer service, preferably in an international Contact Centre role.
  • Minimum of 2 Years experience within the travel, tourism industry, particularly tours and activities.
  • Proficiency in computer skills and internet navigation.
  • Experience in a startup environment is a plus.
  • Willing to work UK and US Hours, if required.

Skills and Knoweldge:

  • Excellent organisational skills and the ability to work under pressure
  • Express keen negotiating skills
  • Strong problemsolving abilities with a proactive mindset.
  • Demonstrated initiative and entrepreneurial drive.
  • Exceptional attention to detail, providing accurate reports.
  • A "lead by example" work ethic to drive first class customer service from the reservations department with all clients, suppliers and Diversity departments
  • Proficiency in multitasking and working to tight deadlines.
  • Experience in navigating computer systems and internet platforms.
  • Mature, confident, and resilient personality, thriving in a dynamic startup environment.


In return you will work for a people focused business, which is rapidly growing and offering great opportunities to the team.

You will be based in world class office facilities and supported by a dedicated, hands-on leadership team.

Job Types:
Full-time, Permanent

Salary:
R8 000,00 - R8 500,00 per month

Experience:

- unbroken
International Contact Centre: 2 years (required)

  • Travel and Tourism: 2 years (required)


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