Remote Customer Support Specialist - Hospitality

Placements24; Gqeberha; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Remote work

Career growth

Training program

Travel discounts

Medical aid

Provident fund

Job summary

Placements24 is seeking a Remote Customer Support Specialist for a leading online travel agency and hospitality solutions provider in South Africa. You will be the first point of contact for travelers, providing support via phone, email and chat regarding bookings, inquiries and issues related to accommodations and travel packages.

The ideal candidate is an excellent communicator, a natural problem-solver and passionate about travel.

Qualifications

• Previous experience in customer service, preferably in hospitality, travel, or tourism.
• Excellent verbal and written English communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer support software and CRM systems.
• Ability to work independently in a remote environment.

Responsibilities

• Provide support for bookings, modifications, cancellations, and inquiries.
• Troubleshoot and resolve customer issues in a timely, professional manner.
• Use CRM and support software to manage interactions and track resolutions.
• Educate customers on booking policies, travel requirements, and services.
• Escalate complex issues to appropriate internal teams when necessary.
• Maintain detailed records of customer interactions and resolutions.
• Contribute to team knowledge base with common issues and solutions.
• Identify opportunities to improve the customer experience.
• Adhere to SLAs and QA standards.
• Represent the company professionally in all communications.

Skills

Excellent communication

Problem-solving

English proficiency

Remote work

Customer service

CRM software

Tools

Zendesk

Intercom

Job description

About the Role

Our client, a leading online travel agency and hospitality solutions provider, is seeking a dedicated and empathetic Remote Customer Support Specialist to join their expanding virtual team. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. You will be the first point of contact for clients and travelers, providing exceptional support via phone, email, and chat regarding bookings, inquiries, and issues related to accommodations, travel packages, and general hospitality services. The ideal candidate is a superb communicator, a natural problem-solver, and possesses a genuine passion for the tourism and hospitality industry. You will play a vital role in ensuring customer satisfaction and maintaining the company's reputation for outstanding service in the online travel space.

Key Responsibilities

• Provide comprehensive customer support to travelers and clients regarding bookings, modifications, cancellations, and general inquiries.
• Effectively troubleshoot and resolve customer issues in a timely and professional manner.
• Utilize company CRM and support software to manage customer interactions and track issues.
• Educate customers on booking policies, travel requirements, and service offerings.
• Escalate complex issues to appropriate internal teams or supervisors when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Contribute to team knowledge base by documenting common issues and solutions.
• Proactively identify opportunities to improve the customer experience.
• Adhere to service level agreements (SLAs) and quality assurance standards.
• Represent the company in a positive and professional light at all times.

Requirements

• Previous experience in customer service, preferably within the hospitality, travel, or tourism sectors.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer support software (e.g., Zendesk, Intercom) and CRM systems.
• Ability to work independently and manage time effectively in a remote work environment.
• A stable internet connection and a dedicated, quiet workspace.
• Patience, empathy, and a customer-centric attitude.
• Familiarity with online booking platforms and travel industry terminology is a plus.
• Must be legally eligible to work remotely in South Africa.
• A genuine interest in travel and providing exceptional guest experiences.

Benefits

• An annual salary of ZAR, commensurate with experience.
• Fully remote work arrangement, offering significant flexibility.
• Opportunities for career growth and advancement within a growing company.
• Comprehensive training program and ongoing professional development.
• Access to travel discounts and perks.
• A supportive and collaborative virtual team environment.
• Contribution to medical aid and provident fund.