Customer Service Agent X 2

Customer Service Agent X 2 (Level 5) – Booking Reservations, Head Office (Bridgetown)

CapeNature

Cape Town, Western Cape

Contract

Closing Date 19 August 2022

Job Details

Minimum experience

Entry Level

Company primary industry

Environmental Services

Job functional area

Operations

Contract term

3 year

Salary

R222 320 – R222 320 per annum

Job Description

CapeNature seeks to employ an experienced and enthusiastic customer service agent to join their friendly contact centre team. This role requires a solid understanding and advanced experience in customer service and hospitality communication. The successful individual will be based at CapeNature’s head office in Athlone, occasionally traveling to reserves for site visits (educationals), sales activations, and marketing stakeholder engagements across the Western Cape. The role requires addressing visitor questions and resolving booking queries through multiple channels (telephonic, emails, social media) and systems (booking reservation system, third party transactions and online portals).

RESPONSIBILITIES:

KPA 1.  – Sales Growth/ Increase revenue – Convert 70% of reservation/ inbound enquiries into confirmed bookings – ensure quarterly sales targets are met and or exceeded

KPA 2.  – Adherence to internal policy and procedure and internal service level agreements and business        processes

KPA 3. –  Adhering to telephone benchmarks set (service level, avg speed to answer, call abondement)

KPA 4.  – Adhering to efficiency benchmarks (Call occupancy and adherence to schedules, call duration and call wrap up)

KPA 5. – Adherence to Service Benchmarks (Customer satisfaction, first call resolution, quality assurance)

KEY ACCOUNTABILITIES:

Customer Service

• Handle calls in a high-pressure sales environment.
• To market and upsell tourism products to new and existing clients.
• Increase revenue/ sales growth, convert 70% of reservation inbound enquiries into confirmed bookings and ensure quarterly sales targets are met and or exceeded
• Accurate updating of client information, changes and other information into the reservation system
• Adherence to telephone and service benchmarks (customer satisfaction, first call resolution, quality assurance) as stipulated by the Contact Centre.
• Adhere to excellent quality client service principles, professional telephone etiquette and ensure complete confidentiality.
• Following up on client’s enquiries and complaints, following procedures and maintaining service standards set out by the organization
• Assist walk-in clients, attending exhibitions as required, participating in marketing initiatives and promoting CapeNature brand.

 Administration

• Administering of the booking process from start to finish and following up on outstanding payments
• Ensure compliance with national and provincial legislation
• General office administration as required
• Ensure all administrative functions are completed as per the agreed Performance Agreement

Financials and Reporting

• Assist with the reconciliation of all financial transactions relating to client refund
• Efficient transaction processing by ensuring that the deposit dues list is cleared daily together with the daily check-outs

MINIMUM REQUIREMENTS:

• Grade 12 Certificate.
• A minimum of 2-3 years Call Centre and Customer Service experience.
• Administrative skills in Microsoft Suite.
• Hospitality, Tourism or related industry qualification would be advantageous.
• A valid code 08 driver’s license.
• Ability to work a flexible schedule – Saturdays and Public Holidays.
• Proficient in English – Excellent communication, written and verbal.
• Sound knowledge of tourism and travel in the Western Cape

 Competencies

• Excellent communication, written and verbal.
• Problem solving and customer service skills.
• Must be able to work under pressure and with agreed targets.
• Confident, enthusiastic, empathetic and innovative.
• Sound computer literacy, including working knowledge of Microsoft Office Suite and booking reservation system.

*Note that a valid driver’s license and own transport is essential.

Apply