Travel Consultant - Client Experience Expert

Go2Africa is an award-winning travel company with over 25 years’ experience tailor-making unforgettable safari holidays! We take our clients’ dreams seriously and are recruiting Client Experience Experts to deliver the ‘wow factor’ to our clients. Are you a travel-loving, problem-solver with a flair for building personalised relationships and delivering impeccable client service? If so, you might be our newest recruit!

The role

Client Experience (CX) Experts deal directly with our clients after the initial sales consultation is complete. CX Experts delight our clients leading up to, during, and after their holidays. They put ‘the cherry on top’ of Go2Africa’s service by providing provide expert support and advice to clients, delivering flawless bookings management, and liaising with travel suppliers to ensure seamless execution of travel. This is a fast-paced and exciting role, which offers incentive rewards for hard work, and ample opportunity for growth and development.

Functional responsibilities

Customer Experience

• Client liaison and relationship building post deposit payment received, e.g., advising clients on basic visa requirements

• Arranging of gifts and if applicable meet clients in Cape Town (with Sales Expert if available)

• Pre and on trip support and client communication / key touchpoints (e.g., messaging clients re special occasions; reminders; arranging / booking PCR testing; restaurant and theatre bookings and additional activities)

• Pre and post travel communication / mailers, e.g., welcome home mailer

• Complaint management e.g., amending services where required

• Liaise with Asilia on gift drops in East Africa

Bookings Management

• Sell add on services e.g., day tours

• Processing of Refunds – i.e., flight refunds and changes in Bazaruto

• Final documentation review and sending of documentation to clients

• Along with the Sales Administrator, handling of booking / itinerary deferrals and cancellations

• Emergency phone duty

Third Party liaison

• Work closely with suppliers / product to resolve issues pre or during travel

Experience

Essential

• A minimum of 3 - 5 years’ experience working in direct customer or guest service roles within the tourism or hospitality industries

• Experience working on CRM and similar software platforms

Desirable

• Experience working as a Travel Consultant

• Experience working with destinations and luxury travel products within Southern and East Africa
  

Qualifications

Desirable

• Degree or Diploma in Travel and Tourism, Hospitality, or another relevant Tertiary qualification

How to apply

If this sounds like the role for you, send us your CV and a motivational letter. We are looking forward to hearing from you!

Why work for Go2Africa?

We provide our Go2African staff with:

Flexible working
Our Flexible Work Model offers the best of both worlds. Cape Town-based employees work 1 day per week in the Go2Africa office, located at the beautiful V&A Waterfront, and work from home for the rest of the week. Of course, our door is always open to those who prefer to work in-office more frequently. We have employees based in remote locations (from Hoedspruit to Nairobi!) – these employees work remotely, and travel to our Cape Town office for training and special gatherings.

Travel opportunities
We encourage our employees to visit the destinations we sell. We offer many opportunities to travel in the form of curated Educationals, site inspections, or discounted holidays at agent rates! Ts & Cs apply!

Benefits

Life happens, and we support our employees to deal with it. We provide permanent employees with company contributions to medical aid, retirement annuity and life and illness cover.

Reward and recognition
We recognize our employees based on targets, but also values. Our annual Recognition Awards are an example – colleagues vote for their peers, and there are incredible travel prizes up for grabs (plus, a good old party!)

Wellbeing and ample downtime
We prioritise the wellbeing of our employees. We provide wellness campaigns, mental health support and coaching, plus substantial leave benefits. We know it all lies in finding a balance between work and play.

Vibrant Culture
Our employees are #proudlyGo2African, and we use any excuse to celebrate our shared success. Whether it’s monthly Townhalls, interactive team buildings, our operational structure itself, or Valentine’s Day – it’s always better when we’re together!

Training and development
We offer comprehensive training programmes and opportunities for growth. From destination training in East Africa to designing Personal Development Plans, we support our employees to succeed.

World-class tech
We work on industry-pioneering systems, ensuring that the travel planning process is seamless. We give our employees access to world-class resources, which allows them to spend time on what really matters.