Travel Experience Manager

1 month ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
Client Experience Expert

About the Role:

At ABC Worldwide, we are seeking a skilled Client Experience Expert to join our team. As a key member of our customer-facing staff, you will be responsible for delivering exceptional customer experiences from the initial booking stage to post-travel follow-up.

Key Responsibilities:

  • Customer Experience:
    • Develop and maintain strong relationships with clients, providing personalized support and guidance throughout their travel journey.
    • Coordinate the arrangement of gifts and amenities to enhance the client experience.
    • Meet with clients, as required, to discuss their travel plans and preferences.
    • Provide pre and post-travel support, including communication, reminders, and special occasion notifications.
    • Manage complaints and resolve issues promptly and efficiently.
    • Liaise with partners to arrange gift drops in East Africa.
  • Bookings Management:
    • Sell additional services, such as day tours, to enhance the client experience.
    • Process refunds for flights and other services as required.
    • Review and send final documentation to clients.
    • Work with the Sales Administrator to handle booking deferrals and cancellations.
    • Participate in emergency phone duty rotations.
  • Third Party Liaison:
    • Collaborate with suppliers and product managers to resolve issues before or during travel.

Requirements:

  • Matric certification or equivalent.
  • Diploma in travel and tourism or relevant tertiary qualification.
  • Minimum 3-5 years of experience in the travel industry.
  • Professional email and telesales communication skills.
  • Customer service experience.
  • Experience using our quoting system, Bazaruto.

Competencies:

  • Decision-making and initiative.
  • Persuasion and influence.
  • Effective communication and presentation.
  • Planning and organization.
  • Collaboration and teamwork.
  • Exceptional written and verbal communication skills.
  • Good listening skills.
  • Learning and research.
  • Delivering results and meeting customer expectations.
  • Adapting to change and pressure.
  • Seamless administration and organizational skills.
  • Creativity, people-focused, accountable, detail-oriented, organized, solution-driven, adaptable, confident, independent, proactive, and agile.

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