Wildlife Emergency Response Specialist
1 day ago
Job Summary
We are seeking a skilled and experienced Wildlife Emergency Response Specialist to join our team in Johannesburg or Cape Town.
About the Role
This is a senior-level position that requires a high level of expertise in handling emergency situations, providing excellent customer service, and working closely with various stakeholders within the business.
Key Responsibilities
- Handle all emergency calls and messages received after hours, over weekends, and public holidays during a guest stay.
- Assist with Guest Experience Liaison services and messaging guests/agents with any during travel requests.
- Create seamless service delivery through regular correspondence with guests and agents during travel.
- Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
- Build and maintain close relationships with various stakeholders throughout the business.
- Work closely with Customer Service Liaisons, Guests Experience Liaisons, Data Analyst and Reservations/Sales teams in various travel shops.
- Pull weekend movement reports every Friday, which assists in fulfilling a quicker and more efficient Emergency After Hours service.
- Work as a cohesive team with varied shifts after hours and weekends and also back up to Guest Experience Liaison Day team if needed.
- Evaluate and resolve last-minute changes to reservations for guests outside of the booked itinerary, ensuring that additional services paid are quoted at our Recommended Selling rates only.
- Inform guests of any additional costs incurred for itinerary changes and that they are to settle direct for these additional services.
- Book space on a provisional basis, advise the relevant Reservations team and hand over to Travel Designer to handle the confirmation and invoicing process.
Requirements
- Matric certificate with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism
- 3-5 years of experience at a senior level in Reservations
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry
- Computer Literate (Microsoft Office, Email, Internet)
- Proven English literacy written and verbal
- Working knowledge of Wilderness Window or similar booking /operating system
- General destination knowledge on Southern and East Africa
- Problem solver and good with guest interaction
- Excellent attention to detail
What We Offer
- A competitive salary of R450 000 - R550 000 per annum, depending on experience
- A comprehensive benefits package, including medical aid, retirement funding, and leave
- The opportunity to work with a dynamic and passionate team in the wildlife tourism industry
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