Customer Services Executive

**We are thrilled to be seeking a self-motivated Customer Services Executive with a love of adventure travel to join our Exodus Travels team in Cape Town**

Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide. Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting outstanding travel experiences for years. We are united by our purpose, “to improve life through travel”.

**About the role**:
Exodus is proud of its excellent and long-standing reputation for phenomenal products and excellent customer service. Crucial to this is our Customer Services team, whose purpose is to provide first-class support for any customers in difficulty, before, during or after their holiday. Whether this is a complaint about their holiday, and accident or incident while overseas, or a complex query about our liabilities and obligations. This team is here to help resolve the issue as efficiently as possible.

Although we pride ourselves on the low number of complaints we receive, we strive to provide a swift and accurate turnaround to all customer feedback. You’ll work closely with the team to analyse and investigate issues arising from customer complaints or feedback before responding clearly and accurately. You will also provide assistance for customers who become unwell or are involved in accidents while overseas.

This is a hybrid role, with the expectation of you working 2-3 days per week in our Century City office in Cape Town, and then having the flexibility of working remotely on the other days. We offer 40 hours per week, working Monday to Friday 8:30am to 5:30pm.

**What you will be doing**:

- Discuss issues raised by our customers with relevant departments - often involving an in-depth review of a trip, incident or customer experience with our Product Managers and their global network of local operators
- Respond to our customers in writing within our targeted time limit
- Assess levels of compensation with the Customer Services Manager and process refunds
- Assist with acknowledging and logging all correspondence received by the department
- Answer queries and write letters for insurance claims
- Ensure that any safety concerns or issues raised or discovered are immediately acted on and reported to the business in the required manner

**What we are looking for**:

- To be successful in this role you will have prior customer service experience and approach every task with a calm and logical demeanor. Excellent writing skills are required for this position as you will be composing detailed and personalised customer letter responses that can typically be anywhere between 1,000 to 1,500 words long.
- You will be able to confidently work independently to tight timeframes, prioritising workloads whilst maintaining a flexible and proactive approach. You will also have the ability to critically analyse issues and propose remedies in a clear and concise manner.
- Experience with Microsoft Word, Excel, Outlook and Teams is also vital to your success.
- Demonstrable passion and excitement for the adventure travel industry and some knowledge of the destinations we travel would be highly beneficial.
- Strive to provide an excellent service to the client and all internal departments.
- A positive culture champion, who is energetic and supportive of continuous improvement

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results. Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

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