Travel Allocations 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 an Allocations Expert to use and develop their travel knowledge and client profiling skills to match and assign enquiries to the most suitable team member. Do you have experience in travel administration, enquiry allocation and/or pre-qualification? If so, you might be our newest recruit!

The role

Allocations Experts are dynamic individuals who are the first point of contact for all new travel enquiries received via the company website, email inbox, or phone messages. They assess each enquiry using their travel knowledge and client profiling skills, then match and assign it to the most suitable sales consultant or pre-qualification team member. Their goal is to ensure all new enquiries are allocated or responded to promptly, ideally within the same day, to maximise conversion opportunities and maintain exceptional client service.

Functional Responsibilities

Enquiry Allocation/Assignment

• Website Enquiry Assignment: Enquiries are automatically graded from high to low and appear in our CRM ready for assignment. Allocations experts profile and assign out all highly graded enquiries to sales consultants and medium graded enquiries to our pre-qualification team.

• Contact Inbox Assignment: A small portion of enquiries come through to our company email address and need to be manually entered into our CRM and then matched and assigned to a team member.

• Sales Inbox Assignment: This is a company email address used to send low graded enquiries, which are submitted with very little information, automated emails requesting more information about the trip they want to experience. Once a detailed response email is received, the enquiry is matched to a team member and assigned out.

• Phone Message Assignment: Clients who call during workhours speak to an administrator who then may take a message should there be no consultants available to take the call. They send this message via email to the Contact inbox for the Allocations expert to assign out. Clients who call afterhours may leave a voice message which appears as an email in the Contact inbox and then needs to be assigned out.

Administration

• Using our CRM to enroll low graded leads in an automated series of emails to see if the client will engage in conversation with us and give us more information about the trip they want to experience.

• Refer away any enquiries we cannot assist due to their type of request to one of a selection of our recommended travel partners.

• Attend to and file all other types of emails in the Contact inbox to empty the box.

• Half days are worked on rotation with other team members for public holidays and approx. 2hrs on Sunday mornings.

High Level CRM System Assistance

• From time to time Allocations Experts are called on to assist or advise consultants with high level CRM issues encountered with assigned enquires.

• Being on the lookout for any issues regarding enquiries and the CRM system, and to then flag these with the team responsible.

Experience

Essential

• Minimum of 2 – 3 years of travel sales coordination / administration

• Experience in travel enquiry allocation

• Experience in general enquiry pre-qualification

• Experience working on CRM systems (e.g. HubSpot), and travel planning systems

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.