Journey Coordinator

7 days ago


Cape Town, South Africa Employment Concepts Full time

Own the customer relationship (individual and groups)
- Be the go-to for individual customers (and their parents) as they prepare for their trip with Q&As
- Continuously develop the Q&A section in our internal knowledge base to improve our efficiency and resources for customers
- Coordinate administrative information from your customers such as police checks and keep great comms with the Base teams
- Set expectations and prepare volunteers before they travel
- Monitor the volunteer learning platform to keep track of their progress
- Meet and greet volunteers at the Base and conduct introductory briefing to hand over to the operations team
- Ensure the website is up to date for your Base and projects
- Monitor on-trip quality control of brand experience and communicate/deal with complaints efficiently
- Keep individual volunteer accounts in our CRM system up to date with relevant notes pre, during or post trip
- Post-trip communications and retention - follow up customer feedback post-trip

**Key skills**:

- Excellent interpersonal and communication skills, both written and verbal
- Ability to work collaboratively within a team and across departments.
- Excellent administration skills and attention to detail
- Confident and enthusiastic manner face-to-face and over the phone
- Provide excellent customer service to a wide range of enquiries from our volunteers

**Desirable**
- First-hand experience of being a travel volunteer
- Experience of CRM systems
- Experience of analysing data and writing reports

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Diploma (required)

**Experience**:

- Volunteering: 2 years (preferred)


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