Spanish Desk Representative (Travel)
MECS Africa
Centurion, South Africa
1d ago
source : Job Placements

Objectives :

To assist with operational tasks and queries in this pre-travel, post-travel and in-resort administration team and to ensure that they are looked into and followed through to a prompt conclusion in line with company policy.

This involves taking and making calls to Agents, customers and our local Partners in order to assist and resolve any and all queries.

Solving complaints within ABTA rules and recovering all customers that did not receive the transfer service promised to be delivered.

This is a varied role with responsibilities across the business, including making amendments and

changes to bookings as well as dealing with any ad-hoc enquiries by our customers and the trade.

The successful applicant will, in addition to the skills listed above, be hard working, able to adapt

quickly to new tasks, be a fast learner and must be able to think on their feet, logic is key, friendly,

patient and a team player.

Building and maintaining relationships with our local Partners and clients is imperative, so the candidate will need to be confident.

Skills :

  • Excellent English, written and oral
  • Excellent Spanish, written and oral
  • Effective communication skills
  • Excellent attention to detail
  • Basic knowledge of word and excel
  • Ability to remain calm under pressure
  • Keen, flexible attitude with the ability to multitask
  • Work well in a team
  • Ability to work with minimum supervision
  • Duties :

  • Dealing with all in-resort queries & amendments via email.
  • Solving comment and no comment bookings to ensure customer(s) arrive happy.
  • Flagging incorrect rates, routes, route errors & x2 checking our GEO mapping issues.
  • Provide hands-on support to the Partner Managers and their assistants.
  • Responding to emails within 24 hours.
  • Dealing with all complaints, logging, chasing & closing.
  • Taking & Making calls : Travel Agents, Direct Customers & Local Partners.
  • Pre-Sales, adding extras to customer transfers or selling upgraded vehicles.
  • Assisting Travel Agents or, Direct Customers with amendments prior to traveling.
  • Assisting with quotes for routes not yet loaded on our websites.
  • Problem solving and support to Travel Agents & Direct Customers struggling to make or amend a booking.
  • Delivering excellent customer service on emails or phones.
  • Selling and promoting our extra services.
  • In-resort amendments and, or cancellations.
  • 24 hours turnaround when dealing with in-resort complaints.
  • 72 hours turnaround when dealing with post-travel complaints.
  • Flagging website or IT errors.
  • Discount codes & Refunds.
  • Same day response to all emails
  • Support to Pre-Travel & Partner Support and Customer Care teams when required.

  • Crisis management in force majeure events.
  • Build relationships with our top 17 partners to assist them in bringing down their complaint
  • ratio. This involves identifying all areas that problems lie and working with the partner in order

    to come to a resolution and a better product for the customer.

  • Build relationships with our top travel agents to ensure that they understand where the issues
  • lie with us as well as them and ensure a strong relationship going forward. We also provide a

    point of contact for our top travel agents with regards to any post travel queries or issues.

  • Maintaining daily targets, which can adjust according to seasons.
  • Do daily stat reporting on own productivity to supervisor.
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