East Africa Specialist

2 weeks ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
Job Title: East Africa Specialist

ABC Worldwide is seeking a highly skilled and experienced East Africa Specialist to join our team. As an East Africa Specialist, you will be responsible for sales and guest service, handling safari requests, and providing exceptional customer service to our clients.

Responsibilities:
  • Handle safari requests on behalf of our clients, received from repeat or recommended guests, via their website and social media channels, corporate & charitable partners
  • Inspire potential clients with knowledge of East African properties and destinations by proactively engaging with clients, advising on itinerary routing, logistics and suitability of options
  • Compile attractive tailor-made itineraries to match client expectations and budgets
  • Ensure turnaround time targets are met/exceeded and attention to detail is paid to the itinerary at the quote, confirmation, and pre-travel stages
  • Follow sales procedures as set out in the operating manuals
  • Follow up with clients after a safari for feedback and encourage referrals
  • Work alongside the Sales Ops consultant throughout the sales and confirmation process
  • Collaborative approach with Guest Services team to provide best-in-class guest service
  • Strive to meet and exceed personal and team KPIs to meet company growth goals, including sharing best practices and ideas with the team on a proactive basis
  • Report any errors or issues to your line manager immediately on discovery
  • Provide proactive support to colleagues in peak or leave times
  • Contribute ideas, testing, and feedback to aid the continual improvement of systems including reservation systems, guest itineraries and others as required
  • Attend all training that is offered and proactively grow your knowledge of the company by researching our products (as well as that of 3rd party suppliers) and the countries in which we operate to continuously strengthen your knowledge of these destinations
  • Take a proactive and adaptable approach to learning in terms of sales skills, systems, processes and product knowledge
Requirements and Qualifications:
  • Experience in and knowledge of East Africa safari - at least 5 years of experience
  • Experience in a retail sales role for an African inbound operator - at least 10 years of experience
  • Skilled in designing detailed and individualized quotes for itinerary requests
  • Excellent sales & customer service skills and the ability to close a sale and upsell
  • Excellent communication skills (written/telephone), a service delivery mindset, and a strong customer service focus Target-orientated and experienced in delivering results in a performance-oriented and fast-paced sales environment
  • Strong administration and organizational skills with great attention to detail with a desire for continuous improvement
  • Excellent time management skills with the ability to multitask and prioritize tasks
  • Proactive mindset and can-do attitude
  • Experience in handling difficult situations (e.g., complaints, last-minute requests, changes whilst travelling)
  • Experience in and willingness to handle issues outside of office hours when required
  • Self-starter & the ability to work independently as well as within a broader team setup
  • Energetic and eager to learn
  • Knowledge of Business Sales Systems e.g., HubSpot
Required Work Practices:
  • Across all interactions, promote the image of the sales team as a best in class externally with our clients and internally with key stakeholders
  • As a key point of contact and the face of the company, uphold and contribute to the reputation of the company as a leading safari operator
  • The company values are genuine, honesty, quality, commitment and care
  • When staff events happen within working hours, it will be compulsory to attend
Conditions and Working Hours:
  • You will be required to work in the Cape Town office, Monday – Friday. You are required to work 9 hours per day including a 1-hour lunch break. The working hours are 08h00 – 17h00 with some flexibility.
  • You will be required to be available after hours and on weekends (i.e., on standby occasionally) as and when needed. This includes checking online booking platforms for possible last-minute arrivals/bookings (on a rotational basis within the team).
  • Overtime may be required during peak periods for which you may be compensated with time off in lieu
  • You will be required to work alternative South African public holidays for which you will be compensated with time off in lieu
  • We operate a 24/7 emergency phone that rotates between consultants for which you take full responsibility according to a roster for 1 week at a time
  • You may be required to travel for work from time to time

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