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German-Speaking Travel Complaint Specialist EU Corporate Travel

2 months ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
Job Title: German-Speaking Travel Complaint Specialist EU Corporate Travel

We are seeking a highly motivated and detail-oriented German-speaking Travel Complaint Specialist to join our EU Corporate Travel team. As a key member of our team, you will be responsible for resolving complaints and escalated complaints with a focus on German language complaints, providing exceptional service, and embodying our core principles and values.

Key Responsibilities:
  • Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs)
  • Maintain a complete understanding of corporate client SLAs and service deliverables
  • Record all complaints accurately and propose enhancements to complaint handling processes
  • Provide timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes
  • Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers
  • Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives
  • Interact with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed
  • Support the resolution of client-related complaints and feedback, collaborating closely with the Department Head
Qualifications and Skills:
  • Fluency in German and English is essential (additional languages advantageous)
  • 35 years of experience in the travel industry
  • Sound knowledge of a GDS (Amadeus preferred) and ticketing systems
  • Excellent verbal and written communication skills
  • Passion for delivering exceptional service and advocating for clients
  • Ability to handle sensitive information with discretion and maintain good relations with others
  • Proficiency in Microsoft Word, Excel, and PowerPoint
  • Strong time management and project management skills
  • Detail-oriented with a focus on accuracy in work
  • Role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering
  • Approach tasks and challenges with curiosity, rigor, and optimism
  • Embrace diverse philosophies, cultures, and experiences
  • Flexibility: This position is a 40-hour work week, Monday to Friday, 9am/10am - 6pm/7pm local SA time; occasional outside of normal working hours shifts may occur due to our global business nature