Travel - Customer Liaison (Stellenbosch Techno Park) at Helderberg Personnel

Requirements:

• Grade 12 coupled with at least 2 years experience in the Travel Industry
• Working knowledge of Dophin and Hermes an advantage
• GDS experience ESSENTIAL
• Previous Travel Industry Experience B2C
• Ability to organise, prioritise and manage own workload efficiently to tight deadlines
• Computer literate (Microsoft Word, Outlook, Excel, Google Drive and using web browsers)
• Excellent written and oral communication
• Exceptional customer service skills
• Ability to remain calm working in a highly pressurised environment
• A pro-active team player
• Capable of always remaining approachable, friendly, and inspiring

The Role & Key Responsibilities:

• Managing customer complaints and queries across several internal and external communication channels
• Prioritise and action own workload to meet internal and external deadlines
• Acknowledge and resolve customer complaints in a timely and helpful manner to resolve complaints successfully
• Responding promptly to customer enquiries both verbally and in writing, whilst being concise and accurate
• Maintaining a positive, empathetic, and professional attitude toward customers always whilst conveying the Company or third-party position in the matter.
• Maintaining records of customer interactions, comments, and complaints
• Liaising and coordinating with colleagues or third parties as necessary
• Communicating with customers through various channels
• Sending cruise and flight travel advisories to customers and logging them on our systems.
• Actioning flight tax increases and communicating these with the customers and completing flight related system queries.
• Provide feedback on the efficiency of the customer relations process and highlight any issues to ensure standards are maintained and adjustments made to processes if required.