Exodus Travels is one of the worlds leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide. Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting outstanding travel experiences for years. We are united by our purpose, to improve life through travel.
About the role:
Exodus is proud of its excellent and long-standing reputation for phenomenal products and excellent customer service. Crucial to this is our Customer Services team, whose purpose is to provide first-class support for any customers in difficulty, before, during or after their holiday. Whether this is a complaint about their holiday, and accident or incident while overseas, or a complex query about our liabilities and obligations. This team is here to help resolve the issue as efficiently as possible.
Although we pride ourselves on the low number of complaints we receive, we strive to provide a swift and accurate turnaround to all customer feedback. Youll work closely with the team to analyse and investigate issues arising from customer complaints or feedback before responding clearly and accurately. You will also provide assistance for customers who become unwell or are involved in accidents while overseas.
This is a hybrid role, with the expectation of you working 2-3 days per week in our Century City office in Cape Town, and then having the flexibility of working remotely on the other days. We offer 40 hours per week, working Monday to Friday 8:30am to 5:30pm.
What you will be doing:
- Discuss issues raised by our customers with relevant departments - often involving an in-depth review of a trip, incident or customer experience with our Product Managers and their global network of local operators
- Respond to our customers in writing within our targeted time limit
- Assess levels of compensation with the Customer Services Manager and process refunds
- Offer phone and email assistance and support to clients who are unwell or have had an accident on a trip, collaborating closely with local teams and insurance companies when needed
- Assist with acknowledging and logging all correspondence received by the department
- Answer queries and write letters for insurance claims
- Ensure that any safety concerns or issues raised or discovered are immediately acted on and reported to the business in the required manner
- To be successful in this role you will have prior customer service experience and approach every task with a calm and logical demeanor. Excellent writing skills are required for this position as you will be composing detailed and personalised customer letter responses that can typically be anywhere between 1, 000 to 1, 500 words long.
- You will be able to confidently work independently to tight timeframes, prioritising workloads whilst maintaining a flexible and proactive approach. You will also have the ability to critically analyse issues and propose remedies in a clear and concise manner.
- Experience with Microsoft Word, Excel, Outlook and Teams is also vital to your success.
- Demonstrable passion and excitement for the adventure travel industry and some knowledge of the destinations we travel would be highly beneficial.
- Strive to provide an excellent service to the client and all internal departments.
- A positive culture champion, who is energetic and supportive of continuous improvement
Are you passionate about Adventure travel? Do you strive to continuously provide the highest level of customer service? Please apply today, telling us about your travel and customer service experience and why you would be an extraordinary addition to the team!
