![Follow Alice](https://media.trabajo.org/img/noimg.jpg)
Travel Customer Support
3 days ago
**Salary: ,30-32 ZAR Per Month (& perks)**
**Workload: Full-time**
**Where: Cape Town + opportunity to be remote**
**When: Starting by agreement**
About Us
Follow Alice is your trusted friend if you prefer to buy experiences, not things. We enrich lives and make the world feel alive again. We are a young, passionate travel startup building the next-generation adventure travel company. Our mission is to create a unique offering for a curious community of people seeking extraordinary experiences around the world. We are set up as a digital nomad company working from different places around the globe with a small but expanding customer support team in Cape Town
**That’s Where you Come in -**:
Skills and Qualifications
- At least three years of experience as a customer service/support Manager in the travel industry
- Train, counsel and coach employees on proper customer service delivery methods and introduce internal KPIS/SLAS.
- Monitor sickness and performance and implement improvement plans as needed.
- Experience of Onboarding and training new staff
- Be available Emergency weekend phone cover on rota and out of hour emergencies as needed
- Work closely with the finance and Supplier Ops manager
- Make recommendations on areas of improvement and potential issues with our current customer satisfaction method
- Report on customer feedback and be able to use Excel to drive customer data insights
- Ensure all trip administration is accurate given on time to the local teams
- Experience of re-engineering and rebuilding customer service processes from the ground up
- Experience of at least 3 years managing a customer support/admin travel team
- Build a customer case/resolution process and centralise
- Escalation point for customer issues and resolution
- Demonstratable experience of direct Management of more 10 people
- Help meet customer service financial goals.
- Leadership and hands on management skills
- Customer service orientation
- Prior experience with customer service databases, software and tools
- Communication and customer-facing skills
**Great to have**
- Well-travelled and knowledge of our current and future destinations
- Experience of transforming Customer Support and Operations in a high growth company
- Experience working in a start-up environment
- Tech-savvy and keen to automate our operational set up using technology
We are looking for a high-energy individual with an entrepreneurial mindset and a passion for (adventure) travel. If you think that's you, please...
**Job Types**: Full-time, Permanent
**Salary**: R30 000,00 - R32 000,00 per month
**Experience**:
- Customer Services Management in the travel industry: 3 years (required)
- Managing more than 10 staff within the travel sector: 3 years (required)
- In transforming customer support operations: 3 years (preferred)
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