Offer summary

Qualifications:

Strong communication and interpersonal skills for client relationship building., Experience in customer service or travel consultancy is preferred., Ability to manage bookings and handle refunds efficiently., Problem-solving skills to address client needs and complaints..

Key responsibilities:

Provide expert support and advice to clients before, during, and after their holidays.

Manage bookings and process refunds, ensuring all documentation is accurate.

Liaise with travel suppliers to resolve issues and enhance client experience.

Communicate with clients regarding special occasions and additional travel arrangements.

Job description

Go2Africa is an award-winning travel company with over 25 years’ experience tailor-making unforgettable safari holidays! We take our clients’ dreams seriously and are recruiting Client Experience Experts to deliver the ‘wow factor’ to our clients. Are you a travel-loving, problem-solver with a flair for building personalised relationships and delivering impeccable client service? If so, you might be our newest recruit!

The role

Client Experience (CX) Experts deal directly with our clients after the initial sales consultation is complete. CX Experts delight our clients leading up to, during, and after their holidays. They put ‘the cherry on top’ of Go2Africa’s service by providing provide expert support and advice to clients, delivering flawless bookings management, and liaising with travel suppliers to ensure seamless execution of travel. This is a fast-paced and exciting role, which offers incentive rewards for hard work, and ample opportunity for growth and development.

Functional responsibilities

Customer Experience

Client liaison and relationship building post deposit payment received, e.g., advising clients on basic visa requirements
Arranging of gifts and if applicable meet clients in Cape Town (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 Asilia 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