Contact Centre Lead (Level 7), Cape Town Office at CapeNature

Job Description

• CapeNature seeks to employ an experienced and enthusiastic Contact Centre Lead to overseeing the financial administration and customer service aspects of promoting and selling our tourism facilities. This position involves acting as a key liaison within the Contact Centre, not only providing comprehensive information about our products and services but also resolving any client issues that may arise. The Lead is responsible for supporting and guiding the contact centre team to ensure the delivery of exceptional service standards and the achievement of high customer satisfaction. This includes overseeing the team's responses to inquiries, addressing concerns, and handling requests related to our offerings, thereby reinforcing CapeNature’s status as a leader in conservation and eco-tourism and ensuring a consistently positive visitor experience.

RESPONSIBILITIES:

KPA 1 – Contact Centre Financials

• Management and achievement of monthly/yearly sales target for all income targets
• Reconcile RoomSeeker revenue reports with payment gateway and bank statements monthly.
• Application of credit notes & checking if Credit on Hold has been removed from client codes after refunds has been processed.
• Ensure OTA invoices for commission and invoices received from Service Providers, are uploaded monthly for payment processing.
• Act as an interface between the Contact Centre and Finance by managing all finance related queries and discrepancies relating to the Contact Centre.

KPA 2 – Adherence to CapeNature policies and procedures pertaining to call Centre Environment.

• Adhere to CRS Business Rules
• Ensure compliance and implementation of CapeNature Terms and Conditions
• Compliance to PMFA and internal finance policy and procedure Adherence to daily schedule and work procedures
• Support internal audits and control reviews.

KPA 3 – Contact Centre Monitoring & Support

• Monitoring of performance, calls & emails in the absence of the Contact Centre Manager to ensure quality standards are met as well as ad hoc reports.
• Adherence to service levels concerning customer feedback / staff feedback etc.
• Attempt to address each Staff /customer’s calls and enquiries within the first engagement with the Call Centre.
• Ensure all service standards concerning answering telephony and emails is adhered to.
• Ensure conversion of customer enquiries and reservation bookings into confirmed business with the key focus on generating income for the organisation

KPA 4 – Administrative support

• Administer the Wild Card Loyalty programme and ensure proper application of Wild Card process and application of membership
• Administer exceptions to ensure payments are received with in the stipulated timeframe
• Submit Adjustments relating to bookings as and when required due to rate changes, closures, etc
• Administration of all request forms are filed and neat
• Application of official use and 3rd party discounts

KPA 5 – System management & Compliance

• To ensure that all systems and applications managed in Contact Centre are maintained and audit complaint.
• Ensure that new projects which are beneficial to the Contact Centre, and online booking processes are tested and 100% functional before deployment to live.
• To support Contact Centre staff that are using the reservations system.
• Report system issues.

KEY ACCOUNTABILITIES:
To support the Contact Centre team and all related operational elements.

• Sound revenue management and accurate processing of payments and other financial transactions within the Contact Centre, whilst ensuring adherence to financial policies and procedures.
• Ensure sound administration processes and record keeping.
• Manage invoices received from Service Providers and ensure payment is processed timeously by the Finance Department.
• Generate financial reports, track transaction volumes, and monitor revenue performance.
• Collaborate with other departments eg. Finance, Marketing, Communications, Governance, Supply Chain.
• Ensure financial and administrative compliance to sales processes, payments, and refunds weekly, monthly and year end processes.
• Analyse statistics and compile accurate reports.
• Control resources and utilise assets to achieve quantitative targets.
• Maintain an orderly workflow according to priorities.
• Provide input into marketing, sales campaigns, and promotions.
• Assist with internal and external audit requests for information.

REQUIREMENTS:

• A diploma or degree in Business Administration, or Tourism Management or Finance.
• 2-3 years of experience in a contact centre and tourism finance environment. Demonstrated experience in financial reconciliations and reporting.
• Data analysis and statistical reporting.
• Proficiency in Microsoft software tools, particularly MS Word, Excel, Powerpoint and Outlook.
• Strong analytical and problem-solving skills
• Ability to analyse data and provide insights and recommendations which will be advantageous to the Contact Centre.
• A strong understanding of the functioning of a reservation system and knowledge of Contact Centre operations, products, tariffs and services.
• Excellent customer service skills with a customer-centric approach.
• Ability to lead and motivate a team of customer service agents.
• Experience in utilising Contact Centre technology and systems.
• Knowledge of compliance and regulatory requirements related to Contact Centre operations and transactions.
• Strong analytical and problem-solving skills
• Ability to function in a fast-paced, high-pressured and robust environment in order to achieve operational goals.
• Excellent communication and interpersonal skills with the ability to effectively communicate with internal and external stakeholders.
• Strong attention to detail and organisational skills with the ability to manage multiple tasks and deadlines.
• Willingness to travel occasionally.
• A valid drivers’ license.

RECOMMENDATIONS:

• Knowledge of travel and tourism.
• Knowledge of a reservations environment.
• Innovative, proactive and action orientated.