Customer Care Consultant
Club Med
Pretoria, Gauteng
3d ago
source : findojobs-za

Job location Gauteng Contract type Permanent contract Job descriptionPurpose of the positionPursue Customer Satisfaction by managing Transport Efficency, fostering positive Customer relationships and managing crisis cells with efficient and reassuring solutions for CustomerResponsibilitiesBe responsible for Customer Satisfaction and Customer LoyaltyBe responsible for Transport plan &Transport Margin and for optimising Transport to use as a Sales boosterList of tasks : Mission 1 : Lead Customer Relation and crisis cellwith efficient solutions to increase Customer LoyaltyCreate and communicate a non-crisis process to respond to Customer request, boost sales and increase loyalty (follow-up Tripadvisor, Afterstay OBC comments, emitted buono), roll out and measure with simple KPIs.

Create and communicate Crisis processes with Monitoring board. Define crisis cell, steps to manage it, people involved (Sales, Customer, Marketing, Operations, Finance, Lawyer), KPIs to follow.

Structure and manage the compensation system following global guidelines. Approve appropriate compensation and measure the ROI.

Level of crisis suggested solution based on Customer loyalty program).Handle and manage relations with lawyers when necessary.

Lead and anticipate crisis situation, providing quick solutions and reassuring Customer.Mission 2 : Source and negotiate the most appropriate offerfor individuals and groups in line with the countrys strategy and build trustworthy connections with airlines companiesFind the most appropriate transport offer on the market in line with the country's strategy and with corporate security rules,and adapt if necessaryNegotiate best fares and conditions with partners and formalize contracts (including IT & marketing contracts, Net fares,override payoutsbest cancellation conditions, seats allocation and best seat sale)Build and recommend transport prices for season openingProactively communicate with / meet Airlines stimulating and co-coordinating joint promotionsBuild and maintain relations with Airline Companies in order to pursue positive cooperation and push extended support for our customersUpdate constantly the team and Club Med Benelux about special offers for TO, airline news and evolutions, limits or restrictionsMission 3 : Optimize the transport margin without harming Club Med competitive positioning, evolve the stop over program (attractive, simple with add value) and integrate tailor madeMonitor the transport margin with the RAF during closing, forecast and budget processFollow-up prices very carefully, and adjust prices in the system (NA) if necessary (fuel surcharge, taxes)Monitor capacity and risks and take action if needed with airlines and other T.

O.sGetting refunds on airport taxes for non-consumed flightsMonitor and evolve constantly the stop over program guaranteeing attractiveness and valuePursue the successful implementation of tailor madeMission 4 : Ensure the maximum fluidity of sales and quality of services and coach the salesforce to be autonomousFollow-up charters committed seats : increase / decrease of capacity according to sales evolution, alert the Country Manager immediately when applicableOptimize the leading of manual request : Answer manual request and find proactive solutions to decrease the number of manual requestsConstantly identify new transport axis and communicate to the Transport Coordinator new transport axis and define common action plansSupervise Charters & negotiated fares programming, charters ticketing, ferry, transfers, miscellaneous operational tasks and relations with potential airport partnerEnsure tickets and E-tickets are sent on time, according to internal proceduresEnsure the overall GMT satisfactionEnsure appropriate sales team / customers informationManage the ticketing for GO staff & GO villagesIdentify training needs on sales tools, Product knowledge expertise and Sales TechniquesCreate, roll out and monitor KPIs of Training planPerformance KPIsCustomer Care Centre KPI- Transport Margin, block seats (Allotment, raf, BVT), crisis cells report, autonomy of Sales force, technical support coaching, Training, % use of Buono, customer satisfaction indicatorsReporting & ManagementReporting : Club Med Benelux directorManagement : Customer Care AgentProfile req uested : Education : Bac +Job experience : Experience in the Sales industry & / or Conciergerie industry, Transport, team leadership, Customer RelationsKnowledge : Group Sales policy, CM range of services and products, B2B and / orB2C sales conditions, call centre expertise, local commission rates and systems, sales processes, Discount process, Transport processes, CGVTeam management (evaluation, coaching, development), act in line with the Group and Cluster strategy, anticipating.

Argumentative skills, client oriented.Technical skills : CXO, NA, Amadeus is a plus, Oracle, Excel, Word, OutlookLanguages : French & English : Dutch is a plusBehaviour : Entrepreneurial spirit, persistent & demanding, open-minded, team player.Target oriented.

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