German-Speaking - Travel Complaint Specialist (EU Corporate Travel)

3 days ago

Cape Town, South Africa ABC Worldwide Full time
Are you ready to make an impact and lead by example in a dynamic, customer-centric environment? We're looking for a motivated German-speaking Travel Resolution Specialist who not only excels in providing exceptional service but also embodies our core principles and values. As a German-speaking Travel Resolution Specialist, your role involves successfully resolving complaints and escalated complaints, with a focus on German language complaints, as per business requirements and provide the region and operations with support on all aspects of complaint resolution. You'll take ownership of service delivery, resolve complaints efficiently, and collaborate cross-functionally to drive member-focused outcomes. Additionally, you'll provide support to our Client Services team, serving as a point of contact for client-related inquiries and escalations. You will work closely with Operations, Proposition, Product and Global CX on turning dissatisfied members into loyal advocates of the concierge service. We are committed to revolutionizing customer experiences and fostering a culture of excellence. Our Principles guide everything we do, from putting members first to striving for audacious goals. If you're passionate about delivering results and making a difference, we want you on our team.

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)
  • 3-5 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 shift may occur due to our global business nature

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