Purpose

• CapeNature seeks to employ an experienced and enthusiastic customer service agent to join their friendly contact centre team. 
• This role requires a solid understanding and advanced experience in customer service and hospitality communication. 
• The successful individual will be based at CapeNature’s head office in Athlone, occasionally traveling to reserves for site visits (educationals), sales activations, and marketing stakeholder engagements across the Western Cape. 
• The role requires addressing visitor questions and resolving booking queries through multiple channels (telephonic, emails, social media) and systems (booking reservation system, third party transactions and online portals).

Requirements

• Grade 12 Certificate.
• A minimum of 2-3 years Call Centre and Customer Service experience.
• Administrative skills in Microsoft Suite.
• Hospitality, Tourism or related industry qualification would be advantageous.
• A valid code 08 driver’s license.
• Ability to work a flexible schedule - Saturdays and Public Holidays.
• Proficient in English - Excellent communication, written and verbal.
• Sound knowledge of tourism and travel in the Western Cape

Skills & Competencies

• Excellent communication, written and verbal.
• Problem solving and customer service skills.
• Must be able to work under pressure and with agreed targets.
• Confident, enthusiastic, empathetic and innovative.
• Sound computer literacy, including working knowledge of Microsoft Office Suite and booking reservation system.

Responsibilities

Customer Service:

• Handle calls in a high-pressure sales environment.
• To market and upsell tourism products to new and existing clients.
• Increase revenue/ sales growth, convert 70% of reservation inbound enquiries into confirmed bookings and ensure quarterly sales targets are met and or exceeded
• Accurate updating of client information, changes and other information into the reservation system
• Adherence to telephone and service benchmarks (customer satisfaction, first call resolution, quality assurance) as stipulated by the Contact Centre.
• Adhere to excellent quality client service principles, professional telephone etiquette and ensure complete confidentiality.
• Following up on client’s enquiries and complaints, following procedures and maintaining service standards set out by the organization
• Assist walk-in clients, attending exhibitions as required, participating in marketing initiatives and promoting CapeNature brand.

 Administration:

• Administering of the booking process from start to finish and following up on outstanding payments
• Ensure compliance with national and provincial legislation
• General office administration as required
• Ensure all administrative functions are completed as per the agreed Performance Agreement

Financials and Reporting:

• Assist with the reconciliation of all financial transactions relating to client refund
• Efficient transaction processing by ensuring that the deposit dues list is cleared daily together with the daily check-outs

Additional Information

• Note that a valid driver’s license and own transport is essential.

Remuneration

Centre

Duration

• 3 years fixed term contract