East Africa Travel Specialist

4 weeks ago

Cape Town, South Africa ABC Worldwide Full time
Our client is one of East Africa’s long-standing safari companies. This position is responsible for sales and guest service with the company’s Retail Sales Team. As the main point of contact at the company for prospective guests, you will handle all communications from initial enquiry, advertising and consulting to find the best itinerary for the quest needs, through the sales process as well as pre-travel, during-travel and post-travel service. Working closely with the Sales Ops consultants who handle availability, confirmations, and other processing tasks, as well as the Guest Service team who offer concierge service pre-trip and support with any guest problems in-trip. This is a demanding role with high expectations on service, turnaround times, quality of consultation and communications both with guests and internally with colleagues.

SKILLS & EXPERIENCE REQUIRED
  • Experience in, and knowledge of East African safari sales – at least 5 years’ experience
  • Experience in a retail sales role for an African inbound operator – at least 10 years’ experience
  • Skilled in designing detailed and individualized quotes for itinerary requests
  • Excellent sales and customer service skills (written & telephone), a service delivery mindset and a strong customer service focus
  • Target orientated, and experience of delivering results in a performance oriented and fast paced sales environment
  • Strong administration and organizational skills with great attention to detail with desire for continuous improvement
  • Excellent time management skills with the ability to multi-task and prioritize tasks
  • Proactive mindset and can-do attitude
  • Experience in handling demanding 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 and the ability to work independently as well as within a broader team setup
  • Energetic and eager to learn

SKILLS & EXPERIENCE ADVANTAGE
  • Strong sales & customer service skills (written & telephone)
  • Knowledge of Business Sales Systems e.g. HubSpot

RESPONSIBILITIES & DUTIES
  • Handling of safari requests on behalf of the company received from repeat or recommended guests via the company’s website and social media channels, corporate and 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
  • Ensuring turnaround time targets are met/exceeded and attention to detail is paid to the itinerary at quote, confirmation and pre-travel stages
  • Following sales procedures as set out in the operating manuals
  • Follow up with clients after a safari for any feedback and encourage referrals
  • Working 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 practise 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 reservations system, guest itineraries and others as required
  • Attending all training that is offered and proactively growing 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
  • Taking a proactive and adaptable approach to learning in terms of sales skills, systems, processes and product knowledge

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 our key stakeholders
  • As a key point of contact and the face of the company, upholding and contributing to the reputation of the company as a leading safari operator
  • The company values are values that play a significant role in how we define ourselves and set ourselves apart. We place high value on living these values in every day work practices. These values are genuine, honesty, quality, commitment, and care.
  • When staff events happen within working hours, it will be compulsory to attend

CONDITIONS AND HOURS OF WORK
  • You will be required to work in the Cape Town office from Monday – Friday. You are required to work 9 hours per day, including an hour lunch break. The working hours are 08h00 to 17h00 with some flexibility
  • You will be required to be available afterhours 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)
  • You may be required to work alternative South African public holidays, for which you may be compensated with time off in lieu
  • Overtime may be required during peak periods, for which you may 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. Overtime may be required during peak periods
  • You may be required to travel for work from time to time (must have a valid passport)
  • You will be required to be fully vaccinated against Yellow Fever and COIVD-19 as a condition to travel (irrespective of the destinations requirements)

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