File Manager

Go2Africa is a leading Africa-based tour operator, trusted by travellers for over 25 years to design journeys that are seamless, personal, and deeply connected to the African continent. We are looking for a File Manager to join our team.

The role

A Go2Africa File Manager provides seamless support to the sales and ops function by managing colleagues’ inboxes and client files during periods of annual leave, sick leave, or educational travel. In this capacity, the File Manager steps in to ensure continuity of service, taking over client communication and operational responsibilities to fulfil the full function of the absent team member. This role works in close collaboration with the Africa Safari Experts (ASEs) and the rest of the Go2Africa Operations team to maintain the highest standard of service and ensure that client journeys remain uninterrupted. The File Manager reports directly to the Head of Sales.

Functional Responsibilities

File Management

• Provide coverage across Sales and Operations by managing client files and inboxes when team members are on annual leave, sick leave, or educational travel.

• Engage directly with clients to consult, progress enquiries, and close sales deals in the absence of the responsible consultant.

• Deliver seamless customer service at every touchpoint, consistently upholding the Go2Africa brand and service standards.

• Availability during high demand leave times (for example Christmas/New Year, school holidays and Easter).

Roster Management

• Coordinate and manage the roster for file management cover across File Managers and the Enquiry and Quote team.

• Ensure sufficient and effective coverage is in place for all team members during planned leave periods.

Resignation Management

• Partner with the Head of Sales and relevant Operations Managers to audit all active bookings when a team member resigns.

• Conduct thorough checks, including costing audits and traveller information audits, to ensure accuracy and eliminate errors before the handover is completed.

Experience

Essential

• Minimum 2 years’ experience in B2C Africa travel sales.

• Proven sales and customer service track record.

• Southern and East Africa destination and logistics knowledge.

Desirable

• Africa travel experience.

• Knowledge of HubSpot CRM.

Qualifications

Desirable

• Diploma/degree in travel and tourism or a relevant field.

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.