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