Customer Services Executive

3 weeks ago

Cape Town, South Africa Exodus Full time

**Are you ready to embark on a career where every day brings new challenges and opportunities? We're on the lookout for a dynamic and dedicated individual to join our team in Cape Town as a Customer Services Executive**

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary traveling experiences across more than 90 countries worldwide. Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years. Our values are to Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can embrace our values and live them every day.

Although we pride ourselves on the low number of complaints we receive, we aim to provide a swift and accurate turnaround to all customer feedback. You will work closely with the Customer Services Manager and other Customer Services Executives to analyse and investigate issues arising from customer complaints or feedback before responding clearly and comprehensively. You will provide assistance for customers who become unwell or are involved in accidents while overseas. Also, you will play a key role in overseeing the quality of our customer experience by feeding back customer comments to the relevant colleagues, with the aim of ensuring our clients have the best experience possible.

**What you will be doing**:

- Discuss issues raised by our customers with relevant departments. Often involving in depth review of a trip, incident or customer experience with our product managers and their global network of local operators
- Responding to our customers in writing or by telephone within our targeted time limit
- Assess levels of compensation and process refunds
- Scheduled and complete outbound telephone calls with customers who have recently returned home from a trip to discuss their experience
- Arrange and make outbound phone calls to customers who have recently returned from a holiday to discuss their experience
- Assist with acknowledging and logging all correspondence received by the department
- Answer queries and write letters for insurance claims
- Ensure that any safety concerns or issues raised or discovered are immediately acted on and reported to the business in the required manner

**What we are looking for**:

- Proven experience in long-form writing and customer service
- Ability to critically analyse issues and propose remedies in a clear and succinct manner
- Experience using Microsoft Word, Excel and Outlook
- Excellent grammar and written communication skills with an ability to produce long-form writing that is professional, clear and addresses all relevant points raised
- Ability to work independently to tight response times and prioritise workload while maintaining a flexible and proactive approach
- The highest level of tenacity, curiosity, and a strong work ethic with a drive to self-develop skillsets
- A diligent individual with strong attention to detail and an organised methodical approach
- Passion and excitement for the adventure travel industry

**Join us and in return you will be rewarded with**:

- Competitive salary
- 21 days annual leave
- Medical aid and Life insurance
- Travel benefits and retail discounts
- Hybrid working (2-3 days in the office)

**Our commitment to equity, diversity & inclusion**:
We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish.

We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations/additional support to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations/additional in a timely and confidential manner. Information received will be handled with the utmost discretion.

LI-SR1 #LI-HYBRID

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