Support Coordinator

6 months ago

Cape Town, South Africa GVI Full time

**Start Date**: ASAP

**Location**: Hybrid**:

- **GVI office in Westlake **and** remote working

**Hours of work**:Flexible working hours, working shifts and alternating weekend 8.5 hours per day

**Remuneration**:Basic R15 000 + Variable performance-based incentives

Are you a naturally organized, detail-oriented, communicative team player who enjoys interacting with a wide range of people on a day to day basis? Would you love to work for a purpose-driven organization, on a mission to make a difference? If this sounds like you, you could be a fantastic fit for our Support Coordinator position here at GVI.

**About GVI**

Our planet is in crisis and inequality affects people around the globe. At GVI, our teams are choosing to take action. We bring a range of specialised skills together for a common goal: supporting a more sustainable future.

GVI’s Charitable Programs have been connecting thousands of change-makers, with sustainable impact projects for over 25 years. Our programs are led by our partners who are local to the communities we were based in, and focused on making a long term, data-driven, sustainable impact. And we’re serious about ethics and sustainability - we partner with expert locally-led organisations and align ourselves to the United Nations Sustainable Development Goals (UN SDGs).

Working at GVI is fast-paced and fun. We value passion, authenticity and innovation, and we treat each other with respect. But we can do better than words to show you who we are To see what it's really like to work for GVI, click here.

**Goal**:
The Goal of the Support Coordinator is to provide professional Customer base service with 360 Support to all GVI Participants while ensuring a positive GVI experience.

**Specific Responsibilities**:

- Clear Missing Charges report daily/weekly.
- Ensure Salesforce is always up to date with, extensions, transfers, cancellations.
- Salesforce tasks need to be checked daily to ensure mínimal overdue tasks.
- Processing EFT and Stripe payments.
- Payment Reminders, Payment collection to ensure Overdue payments are received.
- Maintain excellent knowledge of GVI locations and itineraries.
- Ensure all participants submit all program documentation.
- Assist with administrative tasks and other duties as required.
- Processing pre-departure documentation.
- Work closely with the sales team to ensure all pre-departure documentation remains up to date.
- Expectation Management and Webinar presentations to participants and parents
- Communication with in-country teams on the ground to arrange pre-departure webinars
- Emergency Phone Duty
- Liaise with Field Staff to ensure itineraries and field manuals are up to date.
- Send reports to your field teams with participant information.
- Ensure that participants and their parents are well informed and prepared for their program and that their information is up to date on their file. Send out field and training manuals, welcome letters and relevant documentation to participants.
- Incoming and Outgoing Support Calls.
- Experience in a sales role
- Volunteer experience at home or abroad
- Fluency in written and spoken English
- Experience working with international clients
- Ability to work independently
- Experience working in an international team
- Exceptional team working skills
- Commitment to the best customer service
- Good humour under stress
- Willingness to work flexible working hours: Regular Shift, Mid Shift, Late Shift, Saturday Shift
- Ability to deal with multiple competing demands

**Experience**:

- Administrative or office experience
- Diploma in tourism or related field
- Experience in the youth travel industry
- Experience in managing expectations of our stakeholders and clients
- Passion for making a difference
- International travel experience (advantageous but not required)

**Benefits**

We’re not interested in empty perks like having a coffee culture. We do have coffee - if you join our central team in Cape Town, you could find yourself roped into coffee and snack challenges if you visit the office, but you could just as easily be taking your morning coffee at Roots cafe, high in the mountains of northern Thailand if you work on a base. Here’s what our global team enjoys:

- Social fund
- Training fund
- Half days on the first Friday of each quarter
- Collaborative, flexible culture
- Transparency - hear directly from the CEO consistently
- We laugh a lot, genuinely care about and support each other, and do the occasional dress-up

You can find out more about the type of work GVI does and who we are as an organisation here. In line with this role, you can also learn more about the types of roles GVI recruits for across the globe on our careers portal here.

**To apply**

Please send your CV, and LinkedIn link along with a cover letter stating why you feel you would be best suited to this position at GVI.

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