Customer Service Liaison at Wilderness

Detailed Responsibilities

• Collaborate with all pertinent business stakeholders in investigating and aiding complaint resolution, ensuring continuous communication, providing insights, and making recommendations to management for swift resolutions.
• Address negative feedback promptly, aiming to rectify or compensate for services during travel, prioritizing the enhancement of the guest experience.
• Coordinate with the Guest Experience team when necessary to ensure seamless communication with guests and provide feedback to Reservation, Sales and Customer Service on all outcomes and responses.
• Flag any potential threats or claims impacting the business due to negative experiences to the Group Risk & Regional Managing Directors.
• Acknowledge, log, and share all feedback with relevant internal and AP stakeholders for recognition.
• Continuously input both positive and negative guest feedback into the WW, especially for guests currently traveling with the operations team. Collaborate with the Guest Experience Liaison (GEL) to swiftly enhance the ongoing trip experience and prevent further complaints.
• Manage issues and complaints that could potentially impact the business financially, physically, or in terms of reputation. Investigate, resolve, and provide internal feedback for both Wilderness and Associated Product (AP) services.

CANDIDATE PROFILE

Qualification:

• Matric certificate with mathematics (minimum standard grade or above).
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:                    

• 4-5 years of experience at a Senior level within a Customer Service orientated role.
• Experience in managing customer relationships and promoting products and services in the inbound travel industry.
• Computer literate (Microsoft Office, Email, Teams, Internet browsers).
• Proven English literacy.
• Working knowledge of TourPlan and WISH or a similar booking/operating system.
• Excellent product and geographic knowledge of Southern & East Africa.
• Personal and work travel experience in Southern and East Africa.
• Strong problem-solving skills and adept at face-to-face guest interactions on-site.
• Excellent attention to detail.

Skills:           

• Excellent communication skills in English, both written and oral.
• Foreign language skills are advantageous.
• Ability to work under pressure, prioritize tasks, and multitask.
• Strong problem-solving abilities and analytical thinking.
• Excellent attention to detail.
• Tech & data literacy – Familiarity with CRM systems, guest feedback analytics, and AI tools.