Travel Resolution Specialist - German speaking
Ten Lifestyle Group
- Cape Town, Western Cape
- Permanent
- Full-time
- Actively receive and resolve complaints raised by members, adhering to service level agreements (SLAs)
- Maintain a complete understanding of corporate client SLAs and service deliverables
- Record all complaints accurately and propose enhancements to complaint handling processes
- Provide timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes
- Participate in member success training and coaching sessions for Lifestyle Managers and Team Managers
- Serve as a point of contact for client services, assisting with troubleshooting and improvement initiatives
- Interact with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed
- Support the resolution of client-related complaints and feedback, collaborating closely with the Department Head
- Fluency in German and English is essential (additional languages advantageous )
- 3-5 years of experience in the travel industry
- Sound knowledge of a GDS (Amadeus preferred) and ticketing systems
- Excellent verbal and written communication skills
- Passion for delivering exceptional service and advocating for clients
- Ability to handle sensitive information with discretion and maintain good relations with others
- Proficiency in Microsoft Word, Excel, and PowerPoint
- Strong time management and project management skills
- Detail-oriented with a focus on accuracy in work
- Role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering
- Approach tasks and challenges with curiosity, rigor, and optimism
- Embrace diverse philosophies, cultures, and experiences
- Flexibility : This position is a 40-hour work week; Monday to Friday 9am/10am - 6pm/7pm local SA time ; occasional outside of normal working hours shift may occur due to our global business nature
- A competitive salary depending on experience, including Weekend Shift Allowance and Late Shift Allowance.
- Hybrid working. You can combine working from home and working from the office. We offer fully remote too for individuals outside of commutable distance to the office in South Africa country wide.
- Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
- Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
- Extra Rewards. Lucrative Ten Loyalty Rewards program.
- Remote Working Holidays - possibilities to Travel and Work!
- Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
- We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car).
- ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use.
- Be part of our global, dynamic, and inclusive Team, with diversity at its core.
- Genuine career opportunities within a dynamic and international company.
- Safe & secure offices in the Foreshore with complimentary off-street parking.