Acrobranch Adventure Park, market leader in Tree-top Adventures in SA, is looking for a young, dynamic and driven Customer Service Centre Manager.
The perfect candidate for this position will able to maintain customer satisfaction by providing problem solving resources, receiving and effectively dealing with customer enquiries (both verbal and nonverbal), making of bookings, securing teambuilding business and managing the customer service consultants. Please see below for more detail:
CUSTOMER SUPPORT (Verbal and Nonverbal)
- Enquiries:
Proper and accurate information to be provided to clients & requirements identified and met. Effective dealing with customer concerns/complaints & resolving all matters efficiently.
- Refunds:
Customer Refunds to be reimbursed within our Terms & Conditions & weekly refund report send to Finance Department for processing and record keeping.
- Vouchers:
Ensuring clients are informed of the vouchers instead of refunds & approved accordingly based on Terms & Conditions. Responsible for activating & testing vouchers & editing the information on design (includes proper record keeping of all vouchers issued).
- Bookings:
Ensure the smooth operation of all online booking platforms, verbal and non-verbal. Booking confirmations to be sent to all clients that booked via e-mail, telephonically & on our on-line portal. This includes ensuring close communications & updates with landlords to ensure canned messages are accurate and new menus for catering establishments are added on additional information.
- Business:
Team Building/School Outing Business: Follow up and securing bookings. Ensure invoicing is correct/accurate and balance on systems.
- Salespeople:
Lead revenue (separate from the Bookings office leads) monitor and inform HR on commissions payable.
ADMIN SUPPORT
- Payments and deposits:
Follow up and ensure payments and deposits are received prior to the booking dates. This also includes follow up on outstanding payments & daily deposit checks recorded.
- Monthly Reporting:
Departmental reporting to the CEO and tracking of revenue and booking conversions in the form of a Monthly Report.
- Monthly Consultant Incentive Reports:
This includes an even distribution of lead types. Incentive report compiled and sent to HR before payroll deadline, combining all the revenue & also per consultant received.
PARK SUPPORT (TuriTop & Lightspeed)
Calendar Updates:
- Responsible for adding/blocking courses/dates in line with public & school holidays, summer & winter time slots & ensure all time slots display as per the rule. This include ensuring that all calendars are set in advance & tested for accuracy in dates and pricing.
Services:
- Adding new parks/services applicable. Ensuring information is sent and communicated on park rules & added to TuriTop calendars for park launch.
- Occasional addition and removal of staff to assist when the HR Manager is unavailable to action.
- Adding of new buttons on Lightspeed for course offerings, merchandise, promotions & updating the parks where applicable. Ensuring % & rand value accuracy when loading the codes in the back-office. Removal of the buttons when campaigns/promos come to an end. This also includes updating a promo list on a regular basis with all specials & promotions active from time to time.
CONSULTANT SUPPORT:
Customer Service Consultants:
- This includes all staff related matters – time keeping, staff training, assisting with recruitment, instruction & proper communication on campaigns, phone extension management rotation, and salespeople lead incentive submission.
- Managing and distributing Fresh Desk tickets fairly amongst the consultants, monitoring conversion rates & daily resolution times.
MARKETING SUPPORT
- Close working relationship with the sales and marketing manager for concise information/insight on specials & updating consultants/parks on changes & launch/expiry/validity dates. Voucher/s & bulk voucher issues for campaigns, promo codes loaded & effective communication support provided to all consultants & park managers.
- Departmental Sales and Marketing Efforts.
- Assisting with site visits where needed & arranging video shoots for trade exchanges.
- Ensure all information are monitored and verified for accuracy.
