Career Opportunities at GVI

About the role

• The goal of the Customer Success Manager is to own the full support lifecycle at GVI, leading our support teams as they prepare GVI participants for their trips abroad. This means ensuring the GVI service experience delivered to participants from the point at which the participant’s booking is taken, to after their return home, is consistent, and exceptional. The Customer Success Manager at GVI is a natural people-person, with a customer centric mindset, who has experience managing a team, is a creative problem solver, and is always looking to deliver a better customer experience than before.

Role and responsibilities

• Design, document and communicate the GVI service experience which will be delivered to GVI participants from the point at which the participant’s booking is taken to after their return home.
• Develop robust, scaleable processes to deliver the GVI service experience, with particular focus on failsafes and failovers.
• Recruit, train and motivate a team to deliver on the GVI service experience.
• Own the flow of information between the Support team and the Sales and Operational functions of GVI, to ensure full alignment and effective expectation management.
• Manage service failures, both in terms of the effect on the Participant, as well as cause and effect analysis and implementation of preventative measures.
• Maximise the collection of cash from Participants.
• Minimise the cancellation of bookings by Participants.
• Report on Support success to the wider organisation and management.

About you

• If you are detail-oriented, people-focused, purpose-driven, and you have a great sense of humour, we want to meet you. As an organisation, we know that welcoming a broad range of people with unique identities makes us a more powerful workforce and we are committed to evolving our diversity, equity and inclusion practice.

Professional skills and experience

• Bachelor's degree or equivalent experience
• 3-5+ years experience managing a team in the customer service industry
• Experience working with international clients
• Demonstrated ability to increase customer satisfaction
• International travel experience (advantageous but not required)
• Ability to deal with multiple competing demands, with a natural ability to solve complex problems
• Exceptional written and spoken English
• Excellent attention to detail
• Good humour under stress
   

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About the role

• GVI is looking for a highly personable, proactive, detail-oriented HR and recruitment professional to join our People Team. This role is suited to someone who has recruited for, and on boarded individuals across the globe, and who ideally has a background in tourism or international development, as the role will assist our international ‘field’ teams who are based in 17 different locations. There will be a strong administration and compliance focus, but the role will also require a highly dynamic, flexible individual who is able to build relationships with people from all different backgrounds.
• The People Team, where this role will sit, is currently a multifaceted team of three, who take care of everything people-related across our global team including HR, recruitment, onboarding, office management, well-being, training, development, and ongoing engagement. We are currently based in Cape Town, as part of the Central Support office, however, due to our ability to work remotely, this role has the ability to work anywhere, provided it’s in line with Cape Town working hours.

Role and responsibilities
Field recruitment specialist:

• Become the field expert with recruitment: research and suggest best advertising platforms for unique roles, place successful candidates in a timeous manner

Field onboarding and compliance:

• Once the successful candidate is signed on, responsible for getting the new employee into the field effectively. This includes:
• Introduce to, and assist Field Support Manager with pre-departure training/insurance enrolment
• Liaise with relevant Program Manager for visa/travel logistics and assist new employee to arrive in-country effectively
• Ensure new employee has completed new starter forms
• Ensure new employee has all documentation uploaded to BamboooHR & is compliant on all fronts (criminal check, passport, contract, new starter forms, certifications. etc)
• Log ticket with IT for relevant system setup (Skype, email, etc.)
• Check in 1-week post arrival to close the loop
• Ensure ongoing compliance of field documentation

Field people representative:

• Attends relevant field meetings and feeds necessary info back to People team efficiently, working collaboratively to find necessary solutions
• Meets with Program Managers initially to understand each hub’s individual staffing conditions on base, and then bi-monthly to understand up to date hub’s people-related needs/conditions

About you

• If you are ambitious, purpose-driven, and you have a great sense of humour, we want to meet you. As an organisation, we know that welcoming a broad range of people with unique identities makes us a more powerful workforce and we are committed to evolving our diversity, equity and inclusion practice.

Required professional skills and experience:

• Minimum 3+ years experience in global recruitment and HR - ideally working in the tourism industry
• Experience working for a travel organisation that hires globally and/or relocates individuals to different locations is highly advantageous
• Tertiary education in a relevant field is also advantageous

Personal attributes:

• Outstanding interpersonal and communication skills (verbal and written) with the ability to connect with candidates and team members across the globe
• Effective team player with a growth mindset, and a strong desire to help people
• Technologically savvy - with the ability to manage job ads across different digital platforms as well as learn new applications and software
• Excellent attention to detail, with an innate ability to create and optimise processes for efficiency
• High sense of urgency, with the ability to multitask, prioritise and organise yourself effectively
• Flexible, adaptable self-starter who is proactive and always open to innovating and trying something new