Job Description
Job Overview
The Customer Care Administrator is responsible for delivering exceptional customer service by managing client interactions, resolving complaints, and ensuring a seamless travel experience. This role serves as the primary point of contact for escalated queries, with a strong focus on problem resolution, client satisfaction, and relationship management—particularly for VIP and high-value clients.
Key Responsibilities
1. Complaint Resolution & Case Management
- Act as the primary point of contact for all escalated client and traveller complaints.
- Manage and respond to complaints received via multiple channels, including phone, email, and social media platforms.
- Log all customer interactions accurately and assign case reference numbers for tracking.
- Conduct detailed investigations into complaints, liaising with internal departments and external suppliers (airlines, hotels, car rental providers, etc.).
- Provide clear, professional, and timely resolutions in line with Service Level Agreements (SLAs).
- Track, analyse, and report on complaint trends to identify recurring issues and recommend improvements.
- Maintain accurate records of all interactions, actions taken, and final resolutions.
2. Customer Experience & Compliments Management
- Capture and document client compliments and positive feedback.
- Share feedback internally to promote service excellence and staff recognition.
- Support initiatives aimed at improving overall customer satisfaction and experience.
3. VIP Client Services
- Deliver personalised service to VIP and high-value clients.
- Coordinate special arrangements such as amenities, room drops, and tailored travel experiences.
- Conduct proactive engagement (e.g., birthday or special occasion calls) to strengthen relationships.
- Manage and maintain accurate client profiles, including loyalty programme details (frequent flyer numbers, hotel memberships, etc.).
- Work closely with Key Account Managers to ensure VIP and all other high-value client’s satisfaction and retention.
4. Communication & Relationship Management
- Maintain a professional, empathetic, and solution-driven approach in all client interactions.
- Provide proactive updates to clients regarding complaint progress, travel changes, or special requests.
- Build and maintain strong relationships with clients, suppliers, and internal stakeholders.
- Collaborate effectively across departments to ensure seamless service delivery.
5. Administration & Reporting
- Maintain accurate and up-to-date records within CRM and customer care systems.
- Prepare reports on customer interactions, complaint trends, and service performance.
- Use Microsoft Office tools (Excel, Word) to generate reports, track data, and draft client communications.
- Ensure all documentation meets company standards and compliance requirements.
6. Compliance & Data Protection
- Handle all client information with strict confidentiality.
- Ensure compliance with applicable data protection regulations, including POPIA.
- Understand escalation protocols and involve appropriate stakeholders when necessary.
Availability
asap
Salary
Negotiable
Required Qualifications
Qualification:
Minimum Requirements
Education:
- Matric (Grade 12) or equivalent
- Diploma or certification in Travel & Tourism, Hospitality, or Customer Service (advantageous)
Experience:
- Proven experience in customer service, customer care, or operations environment
- Experience handling escalated complaints and difficult clients
- Exposure to travel, tourism, or airline industry (advantageous)
- Experience with VIP or high-value clients (preferred)
- Familiarity with booking processes, cancellations, and refunds (advantageous)
Technical Skills:
- Proficiency in Microsoft Office (Word, Excel)
- Experience using CRM or customer care systems (e.g., Sage CRM, Vtiger)
- Familiarity with Global Distribution Systems (GDS) such as Amadeus or Galileo (advantageous)
Key Competencies:
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution abilities
- High attention to detail and organisational skills
- Ability to multitask and prioritise effectively
Location
Gauteng
Pretoria - Menlopark
Application details
Jacqueline
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