Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything that we do - and thats what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.
Weve been changing lives for over 28 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 1, 900 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves in remaining a company that truly cares and one that has never wavered from its purpose; to redefine what personal means for a travel business.
Our Travel Counsellors are supported by a team of over 250 super talented people in our Support Offices to help them create unique, inspiring, and exciting experiences for their customers, building lasting personal relationships that brings them back to us, time and time again.
Our unique approach within the workplace as well as towards customers has seen us receive numerous awards and accolades, including being named as The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, as well as being the first travel company to be awarded the Queens Award for Enterprise in the Innovation category!
We are currently expanding at a phenomenal rate on the back of what is our record year in terms of revenue (over 800m) and so are looking for like-minded individuals to join our dedicated Head Office team, to help the company continue to flourish.
Role Overview
The sales support team is a front of house team who handle Travel Counsellor generated queries and work with the Travel Counsellor, other teams and supplier partners to solve the queries.The work in sales support is varied.You will be expected to adapt to different situations quickly, support the Travel Counsellor and take ownership of an issue.This can mean identifying the root-cause ofa wider problem, liaising with other teams to find a resolution, and ensuring clear communication to support teams and the TC community.
Where we do provide one to one support, it is vital that our Travel Counsellors receive excellent service.You will be responsible for delivering exceptional performance, achieving KPls and delivering to agreed SLAs.
Whatyou'll need to succeed:
- Understanding of GDS Bookings
- Understanding of how to build package holidays
- Understanding of commercial supplier agreements
- Ability to get to know and work on multiple technology platforms
- Strongability to build relationships at multiple levels
- Strong problem solvingskills - including managing client expectations andmitigating risk to the business.
- Good time management and the organisation to effectively prioritise your workloads.
- Excellent written and spoken communication skills.
- Results-focused and committed to ensuring outstanding service delivery.
- Enthusiastic and positivemanner.
- The successful candidate will be expected to be proactive, committed, and able to use their own initiative.
- The position will suit candidates withsimilar experience who thrive when working in a team and who enjoy giving great customer service, even in challenging circumstances.
You will be dealing directly with Travel Counsellors and suppliers in South Africa and overseas by telephone, and support tickets regarding:
- Booking amendments
- Booking cancellations
- Administrative tasks
- System errors
- File updates and corrections
- Securing new bookings
- Booking management
- Liaising with other departments to ensure a successful outcome
- Liaising with supplier partners to ensure a successful outcome
- Other activities as requested by the wider Operations team
