To assist with operational tasks and queries in the pre-travel, post-travel and in-resort administration team and to ensure that they are looked into and followed through to a prompt conclusion in line with company policy. This involves taking and making calls to Agents, customers and our local Partners in
order to assist and resolve any and all queries. Solving complaints within ABTA rules and recovering all customers that did not receive the transfer service promised to be delivered.
Excellent English, written and oral
Excellent Spanish, written and oral
Effective communication skills
Excellent attention to detail
Basic knowledge of word and excel
Ability to remain calm under pressure
Keen, flexible attitude with the ability to multitask
Work well in a team
Ability to work with minimum supervision
Dealing with all in-resort queries & amendments via email.
Solving comment and no comment bookings to ensure customer(s) arrive happy.
Flagging incorrect rates, routes, route errors & x2 checking our GEO mapping issues.
Provide hands-on support to the Partner Managers and their assistants.
Responding to emails within 24 hours.
Dealing with all complaints, logging, chasing & closing.
Taking & Making calls: Travel Agents, Direct Customers & Local Partners.
Pre-Sales, adding extras to customer transfers or selling upgraded vehicles.
Assisting Travel Agents or, Direct Customers with amendments prior to traveling.
Assisting with quotes for routes not yet loaded on our websites.
Problem solving and support to Travel Agents & Direct Customers struggling to make or amend a booking.
Delivering excellent customer service on emails or phones.
Selling and promoting our extra services.
In-resort amendments and, or cancellations.
24 hours turnaround when dealing with in-resort complaints.
72 hours turnaround when dealing with post-travel complaints.
Flagging website or IT errors.
Discount codes & Refunds.
Same day response to all emails
Support to Pre-Travel & Partner Support and Customer Care teams when required.
Crisis management in force majeure events.
Build relationships with our top 17 partners to assist them in bringing down their complaint ratio. This involves identifying all areas that problems lie and working with the partner in order to come to a resolution and a better product for the customer.
Build relationships with our top travel agents to ensure that they understand where the issues lie with us as well as them and ensure a strong relationship going forward. We also provide a point of contact for our top travel agents with regards to any post travel queries or issues.
Maintaining daily targets, which can adjust according to seasons.
Do daily stat reporting on own productivity to supervisor.
This is a varied role with responsibilities across the business, including making amendments and changes to bookings as well as dealing with any ad-hoc enquiries by our customers and the trade. The successful applicant will, in addition to the skills listed above, be hard working, able to adapt quickly to new tasks, be a fast learner and must be able to think on their feet, logic is key, friendly, patient and a team player. Building and maintaining relationships with our local Partners and clients is imperative, so the candidate will need to be confident.
Please submit your CV to **********. When applying, please include the job title in the subject line. Only suitably qualified/shortlisted candidates will be contacted. Should you not hear from us within 2 weeks of submission, please consider your application unsuccessful.
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