Client Experience Expert

4 months ago

Cape Town, South Africa ABC Worldwide Full time
Role Summary
Client Experience Experts are customer-facing and always have customer experience top of mind. These after sales experts deliver the wow factor prior to travel as well as on trip.

Key Areas of Responsibility
  • Customer Experience
    • Client liaison and relationship building post deposit payment received, e.g., advising clients on basic visa requirements
    • Arranging of gifts
    • If applicable meet clients (with Sales Expert if available)
    • Pre and on trip support and client communication / key touchpoints (e.g., messaging clients re special occasions; reminders; arranging / booking PCR testing; restaurant and theatre bookings and additional activities)
    • Pre and post travel communication / mailers, e.g., welcome home mailer
    • Complaint management e.g., amending services where required
    • Liaise with partners on gift drops in East Africa
  • Bookings Management
    • Sell add on services e.g., day tours
    • Processing of Refunds – i.e., flight refunds and changes in Bazaruto
    • Final documentation review and sending of documentation to clients
    • Along with the Sales Administrator, handling of booking / itinerary deferrals and cancellations
    • Emergency phone duty
  • Third Party liaison
    • Work closely with suppliers / product to resolve issues pre or during travel

Qualifications
  • Matric
  • Diploma in travel and tourism or
  • Relevant tertiary qualification (advantageous)

Experience
  • Minimum of 3-5 years Travel Industry experience
  • Professional email and telesales communication
  • Customer service experience
  • Experience using our quoting system, Bazaruto

Skills & Competencies
  • Deciding and initiating action
  • Persuading and influencing
  • Presenting and communicating
  • Planning and organising
  • Working with people
  • Exceptional written and verbal communication skills
  • Good listening skills
  • Learning and researching
  • Delivering results and meeting customer expectations
  • Adapting and responding to change
  • Coping with pressure and setbacks
  • Seamless administration and organizational skills
  • Creativity Attributes and Behaviour
  • People-focused
  • Accountable
  • Detail orientated
  • Organised
  • Solutions driven
  • Adaptable
  • Confident
  • Independent
  • Proactive
  • Agile

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