Travel experience is not mandatory. Let us help you explore the world!
About The Role
As a leading luxury tour operator, we pride ourselves on the care and service that goes into our client experience.
As Concierge, you will play a vital role within the Africa team ensuring an exemplary experience for our clients travelling in Africa. You will be one of the main points of contact for our clients in the lead up to their trip, helping to solve any problems which may arise pre-trip, answer their questions, and assist by phone and email.
You are also responsible for creating Magic Moments, which is part of what makes Jacada trips unique. You are a worldly person who is excellent at building rapport, with good attention to detail and strong knowledge of key destinations in Africa.
Please note that while the hours are your local time zone, you will work closely with our wider team and there will be meetings a few times per week with the London office, who are on a local London time zone.
What Youll Be Doing
- Working together with the Travel Designers (our sales team) and taking the lead with client requests, details and administration post-sales.
- Establishing quick rapport with clients and suppliers while acting as the friendly, efficient and professional face of the company, delivering unrivalled service during every contact.
- Gathering information from clients via email and phone, recording data in our bespoke booking system and sharing this information with DMCs where necessary.
- Providing professional and knowledgeable information on Jacada services such as additional tours, restaurant reservations/recommendations and any additional special travel requests that clients may have.
- Updating client documentation for upcoming trips, which may include updating the pricing.
- Collecting balance payments from clients, invoicing and taking payments for any additional services booked.
- Assisting with any trip changes or postponements, proactively and quickly seeking creative solutions.
- Designing and arranging Magic Moments for each trip, taking care of all the little details that make a Jacada trip so special.
- Taking the lead in arranging personalised perks for clients who benefit from our referral scheme.
- High expectations for customer service and customer care.
- A strong ability to build and nurture relationships with both clients and suppliers.
- Flexible, proactive and solutions-focused attitude.
- Collaborative mindset.
- Excellent numeracy and writing skills.
- High attention to detail.
- Excellent communication and time management skills, able to work across various time zones and with teams across the world.
- Able to work across various time zones and with teams across the world.
- Highly organised and able to multitask and prioritise work effectively.
- Fantastic English language skills, both written and by phone.
- Experience in either the travel, hospitality, or customer service industry is preferred.
- Ability to actively listen and confidently communicate, demonstrating empathy and self-awareness.
- A curious and open-minded attitude in the face of challenges. A person who views problems as opportunities to learn.
- A clear, actionable insight and ability to come up with quick and effective solutions and implement them confidently.
- Openness to learn and adapt as things change; confidence to recommend ways we can improve.
- Flexibility to take on a variety of tasks and willingness to roll sleeves up and support colleagues.
- A big picture mindset appreciative of your position within Jacada as an organisation of different teams collectively working together towards the same goal.
- Collaborative team player who is confident working in a self-directed environment. This role is remote and you will work with people all over the world.
- A love of learning about local cultures and an enthusiasm for all things travel.
- Someone who shares Jacadas passion for conservation and travel with a positive impact.
Start Date: 13th of May 2024
Salary: Dependent on location
