Customer Service jobs in United Arab Emirates

PRIMARY PURPOSE To generate and grow sales while maintaining the required GP%, fostering excellent agent relationships, and providing high-level customer service by offering world-class itineraries that exceed agent and guest expectations.

To secure, accurately cost, and present products to agents and guests efficiently and in a timely manner, creating inspirational luxury travel experiences.

Possess excellent knowledge and good geographical understanding of all Southern and East African destinations, including day-to-day regional logistics.

This position is based in Johannesburg or Cape Town

1. Liaise with the Reservations Manager regarding sales potential and development of agent relationships for all bookings.
2. Build trust-based relationships with owned agents, understanding their business trends and guest needs, including attending familiarisation trips when required.
3. Maintain continuous communication and deliver excellent service to agents at all times.
4. Streamline operational negotiations, reduce dead beds, chase waitlists, and maximize camp operations to create memorable journeys for guests.
5. Quote accurately and promptly, considering strategic and preferred AP and upsell opportunities to benefit both WS and the owned agents, ensuring relevant information is obtained from the ARM prior to quoting.
6. Understand the needs of owned agents and guests; clarify via phone if email communication is insufficient.
7. Design itineraries based on company guidelines and product knowledge, considering location, variety, accommodation standards, travel distances, and time efficiency.
8. Follow up on all provisional bookings, understanding their yield implications, and keep agents updated on booking statuses in real-time.
9. Maintain electronic booking files, including correspondence, costings, invoices, credit notes, and ensure all documents are uploaded to the system.
10. Measure sales and GP% in collaboration with Sales, identify variations, and maintain good GP margins per booking.

• Matric certificate with Maths (minimum standard grade or above).
• Tertiary qualification in Travel & Tourism or Hospitality.
• 4-5 years of senior-level experience in East Africa preferred.
• Experience in customer relationship management and product promotion in the inbound travel industry.
• Proficient in Microsoft Office, email, Internet; working knowledge of Tourplan and WISH or similar booking systems.
• Good general knowledge of Southern & East Africa products.
• Personal or educational travel experience is advantageous.
• Excellent written and oral communication skills in English; foreign language skills are advantageous.
• A passion for wildlife, sustainability, and conservation.

Apply for this position via WhatsApp.