We are excited to be seeking a motivated customer service professional to join our Customer Experience team as aCustomer Operations Executive for Quark Expeditions!This is ahybrid role, with 2 days per week working in our Waterfront Cape Town office and then the flexibility to work the other 3 days remotely from home.
Language skills are highly desiredfor this role,especially an additional language such as Spanish, German, or Portuguese.
However, we are keen to hear from any candidates that have prior experience in the travel industry and a particular interest in Polar travel! Quark Expeditions is the world leader in polar adventure travel.
the first to take travellers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests.
Quark is recognized for its diverse fleet of passenger vessels and offers the widest variety of polar itineraries of any other adventure company.
Quark is proud to be part of Travelopia, the worlds largest collection of specialist travel brands and a pioneer in the specialist travel sector.
As a Customer Operations Executive, you will beresponsible for all customer queries and follow-ups that emerge following a customer confirming their booking with us.
You will manage the relationship with the customer from the moment their booking is confirmed all the way through to when they travel.
The Experience team worksvery closely with the Global Polar Travel Advisors to ensure a seamless service for all customers.
What you will be doing Answering customer queries regarding payment, service, and general client queries via email, phone & live chat Listen and ask the right questions to discover the needs of each individual traveller, ensuring their booking matches their requirements Always performing with the aspiration of providing a trip of a lifetime and excellent customer service Responsible for the fulfillment and follow up of B2B and Web bookings Update customer information in the CRM / Softrip database Follow up with customers post-sale to use the opportunity to upsell or offer ancillary products Booking extra services and special requests, ensuring onboard and ground teams are aware Handling all customer requests for changes or cancellations regarding any services on their booking Liaising with suppliers for pre / post, flights, and insurance needs of the passenger Responsible for supplier communications to ensure all services are provided as booked Keeping customers informed and updated on all changes to flights and itineraries Taking payments and following up on late ones Chasing missing details when required in conjunction with the Support Team Responsible for post-sales written and phone communication and ensuring actions with customers are carried out Responding to unsatisfied customer complaints post-travel Help to coordinate and manage any emergency situations in resort Impact the companys bottom line by problem-solving and turning frustrated customers into repeat customers What we are looking for To be successful in this role you will have prior experience in both customer service and sales as well a real passion for travel! In particular, we are looking for individuals that have worked within the travel industry and have an interest in Polar Travel! You will have excellent communication skills in English, both written and verbal, and an additional language skill such as fluency in Spanish, German, or Portuguese is highly desirable.
You will alsobe a strong problem solver, able to separate yourself from a frustrating situation and guide customers to efficient solutions.
We are looking for you to be flexible and energetic, with the ability to work independently as well as in a team environment, always providing the best service to our customers.
Strong organisational and time management skills are a must. Experience withdifferent reservation systems and CRM such as SalesForce is also preferable.