Customer Experience Specialist - Dutch/German

Compensation: R19 000 (funeral cover, Medical Insurance, Employee Wellness Programme)

Brief: Our client seeks consultants who are passionate about creating exceptional customer experiences and excel in a fast-paced, innovative setting. If you’re ready to help shape the future of travel, this role is for you! Join a dynamic team where you’ll assist clients with their travel needs—from booking flights, hotels, and rail journeys to arranging car rentals, airport parking, and providing guidance on travel visas.

Responsibilities:

• Manage a portfolio of existing clients and accounts, ensuring strong client relationships and retention.
• Deliver exceptional, first-class customer service at all times.
• Provide clients with a range of unbiased travel options, not favoring any specific airline or supplier.
• Proactively follow up on quotations each morning to confirm client needs are met and offer additional assistance if required.
• Investigate reasons for cancelled quotations to identify areas for improvement.
• Collaborate with Business Account Managers to maximize business opportunities and share relevant leads.
• Coordinate closely with Ticketing and Finance teams to ensure seamless reservation and ticket issuance.
• Achieve personal objectives in alignment with company KPIs and account SLAs.
• Maintain a strong understanding of key products, services, and unique selling points.
• Uphold and promote company values, behaviors, and culture.
• Actively participate in team meetings and contribute to discussions.

Requirements:

• Fluent in Dutch, German, and English.
• At least 2 years of continuous experience in customer service, ideally in an international contact centre setting (advantageous).
• Minimum of 2 years of experience in the travel or tourism industry, with a focus on tours and activities (advantageous).
• Strong computer skills and confident in internet navigation.
• Flexibility to work UK and US hours, as needed.

Customer Service Agents: Our client is looking for Customer Service Agents for an online home shopping campaign who will be responsible for assisting customers with their inquiries, resolving issues, and ensuring a positive shopping experience.

Detail:

• Respond to customer questions regarding products, services, order status, and account information via email, or chat.
• Assist customers in placing, modifying, or cancelling orders and ensure accurate entry of order details.
• Handle customer complaints about issues like damaged items, incorrect orders, or delivery delays, aiming to provide a satisfactory resolution.
• Offer detailed information about products, including specifications, availability, and pricing, to help customers make informed decisions.
• Assist customers in tracking their orders, updating them on estimated delivery times, and resolving any issues with delivery.
• Guide customers through the return and refund process, ensuring company policies are followed and that customers receive timely updates.
• Identify opportunities to recommend additional or alternative products that may suit the customer’s needs.
• Record customer feedback and complaints to share with the relevant departments, helping the company improve its products and services.
• Ensure compliance with company policies, procedures, and quality standards during all customer interactions.
• Work closely with teams like logistics, inventory, and marketing to resolve customer issues and ensure seamless service delivery.

Requirements:
At least 3 years experience working on an online retail campaign in a call centre.
Matric
Fibre/ 5G as this is a WFH position.