Travelinfo

Job Description

Key Responsibilities:

1.  Complaint Resolution

• Act as the primary point of contact for all escalated client and traveller complaints, ensuring timely and effective resolution.
• Manage and respond to all complaints received via the company’s communication channels, including social media platforms (e.g. Twitter, Facebook, LinkedIn).
• Log all calls and give case numbers to track the calls
• Conduct thorough investigations to determine the root cause of complaints, engaging with internal departments and third-party suppliers (e.g. airlines, hotels, car rental companies, shuttles) as required.
• Develop and communicate clear, professional, and satisfactory resolutions to clients in line with the agreed Service Level Agreements (SLAs).
• Maintain accurate records of complaints and resolutions, identifying trends and contributing to continuous process improvement
• Track, document, and analyse all complaints and resolutions to identify recurring issues and recommend process improvements

2.  Compliments Management

• Record and share all client compliments and positive feedback within the organisation to promote a culture of service excellence.
• Ensure that recognition is given to staff and departments delivering outstanding service to encourage motivation and continuous improvement.

3.  VIP and Special Services

• Coordinate and arrange special amenities, room drops, and other personalised touches for VIP travellers to enhance their travel experience.
• Conduct birthday and special occasion calls to VIP clients to strengthen relationships and demonstrate genuine customer care.
• Proactively assist VIP clients in collaboration with the Key Account Managers with loyalty programme management, ensuring frequent flyer numbers, hotel loyalty IDs, and other membership details are accurately captured and maintained across systems to maximise client benefits.

• Maintain a professional, empathetic, and customer-centric approach when managing client interactions and sensitive issues.
• Provide proactive communication and updates to clients regarding special requests, complaint resolutions, and service follow-ups.
• Collaborate closely with the all internal stakeholders to ensure seamless service delivery and ongoing client satisfaction.

Availability

asap

Salary

Negotiable

Required Qualifications

Key Qualifications & Experience

Customer Service / Contact Centre Experience

• Proven customer service or contact centre experience (e.g., handling inbound & outbound calls, email/chat support)
• For travel-specific customer care, handling bookings, cancellations, changes, refund processes, etc., is a plus. 
• Previous experience in travel industry operations is an advantage
• Proven experience working with VIP travellers and high-value customers
• Familiarity with online customer care platforms and CRM systems
• Strong communication, organisational, and problem-solving skills
• Ability to manage multiple tasks and priorities effectively

Skills & Attributes

• Excellent verbal and written communication skills—especially in English. 
• Strong customer-service orientation: being patient, professional, solution-oriented, able to build rapport with clients.
• Good computer literacy: ability to use multiple systems concurrently, manage bookings, work with CRM or reservation platforms, MS Office. 
• Ability to work in a fast-paced environment.
• Geographical/product knowledge: some knowledge of travel products, destinations, fares, ticketing rules is valuable.
• Ability to prioritise, multitask, and stay calm under pressure—especially when dealing with travel disruptions, changes, cancellations. 

Educational Qualification

• Matric (Grade 12) certificate or equivalent 
• Diploma or certificate in Travel & Tourism, Hospitality, or Customer Service is advantageous
• Travel / Tourism Industry Knowledge
• Prior experience in the travel, tourism or reservations industry would be advantageous
• Familiarity with Global Distribution Systems (GDS) such as Amadeus, or Galileo.

Location

Pretoria - Menlopark