Fresh Jobs 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.

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Job Description

• CapeNature seeks to appoint a dynamic and committed individual to undertake and assist with daily nature conservation operations and eco-tourism operations, including administrative duties and maintenance and repair of infrastructure, equipment and eco-tourism products at the Groot Winterhoek Nature Reserve.

RESPONSIBILITIES:

KRA 1 – NATURE CONSERVATION AND INTEGRATED CATCHMENT MANAGEMENT

• Assist with field tasks related to nature conservation, monitoring and surveillance
• Assist with integrated annual operations and work plan tasks
• Assist with the implementation of ecological programmes and monitoring and surveillance, data collection and record keeping
• Assist with alien invasive plant density verifications and inspections and firebreak assessments and inspections
• Execute firefighting duties as per standards and protocols
• Assist with risks, threats and hazards identification and report to management
• Assist with fauna and flora management on the reserve; indigenous, invasive and exotic
• Assist with the ecological restoration of degraded areas
• Perform stand-by duties as per duty rosters and respond timeously to call outs and incident response

KRA 2 – ECO-TOURISM, ENVIRONMENTAL EDUCATION AND AWARENESS

• Provide visitors with information regarding the nature reserve, fauna, flora and conditions for access to the nature reserve
• Assist with gate guard duties when gate guards are on training or engaged with other duties as assigned by management
• Monitor and manage visitor behaviour and report incidents
• Ensure CapeNature’s customer care principles are maintained and implemented
• Assist with guest check-in and check-out procedures
• Assist with search and rescue operations in keeping with protocols and procedures
• Assist stakeholder engagement officers and field rangers with the implementation of environmental education and awareness programmes
• Perform Environment Control Officer (ECO) duties for film / photo shoots and events

KRA 3 – MAINTENANCE OF INFRASTRUCTURE AND EQUIPMENT

• Ensure the terrain is clean, neat and tidy at all times
• Undertake and/or assist with structure protection of office and eco-tourism nodes
• Manage stores and associated assets
• Identify maintenance needs and assist with the development of maintenance and repairs schedules:
• Office buildings and stores, accommodation units, camping and picnic areas, ablutions and pools
• Roads, trails, walkways and boardwalks
• Fences, gates, booms and access management structures, and other infrastructure, e.g. water reticulation systems
• Tools and equipment
• Vehicles
• Gardens and terrain
• Signage (for operational and visitor information purposes)
• Implement the maintenance schedule as prescribed

KRA 4 – OCCUPATIONAL HEALTH AND SAFETY (OHS), ADMINISTRATION AND HUMAN RESOURCES

• Participate in OHS assessments and OHS toolbox talks and provide input for Hazard Identification and Risk Assessments (HIRA)
• Ensure compliance with OHS procedures and standards
• Assist with identification and mitigation of risks and threats in the work environment.
• Assist with obtaining quotes for purchases related to duties.
• Assist with administrative duties as and when required and adhere to CapeNature protocols and procedures
• Assist with the preparation of fire logs and reports as and when required
• From time to time, assist with supervision of contract staff and students
• As and when required, assist with training of contract staff and students
• Participate in meetings as required by management
• Undertake transport duties

KRA 5 – LAW ENFORCEMENT AND COMPLIANCE MONITORING

• Assist with patrols as per compliance plans and duty roster
• Report instances of unauthorised activities and/or non-compliance with access permit conditions
• Undertake permit checks and inspections at entrance points and within the Nature Reserve
• Participate in law enforcement operations and the manning of observation points
• Assist in the response to incidents of non-compliance / unauthorised activities

MINIMUM REQUIREMENTS:

Qualifications and Experience

• Grade 12
• At least two years of related experience
• A valid driver’s license at least two years old from the date of issue
• Computer literacy (MS Word, MS Excel, Internet and online platforms)
• No criminal record

COMPETENCIES:

• Knowledge of nature-based tourism and nature conservation
• Willingness to work irregular hours and after hours such as on weekends and public holidays and perform standby duties as per duty roster
• Physical fitness and ability to spend long hours outdoors often under strenuous conditions, undertake foot and vehicular/vessel patrols, search and rescue and firefighting and alien invasive species clearing operations
• Ability to repair and maintain equipment and infrastructure
• Good interpersonal skills
• Supervisory skills
• Conflict management skills
• Professional communication skills
• Problem solving skills
• Ability to live and work in a remote environment with limited connectivity at times

Recommendation/Added Advantage:

• Experience in tool and equipment operation and repair and maintenance with accredited certificates.
• Power tool repair and maintenance experience
• General infrastructure repair and maintenance
• Stores management experience
• Basic veld firefighting Training