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

Client Experience Expert - Travel Concierge - African Safari