Travel Consultants - Client Experience Experts

Go2Africa is an award-winning travel company with over 25 years’ experience tailor-making unforgettable safari holidays! We take our clients’ dreams seriously and are recruiting Client Experience (CX) Experts to deliver the ‘wow factor’ to our clients.

Are you a travel-loving, problem-solver with a flair for building personalised relationships and delivering impeccable client service? If so, you might be our new CX Expert! We are looking for candidates with solid experience in direct customer or guest service. This vacancy does NOT require prior travel consulting experience (although this is advantageous). We DO require individuals to aspire for a career in travel consulting, and substantial prior working experience in either the tourism, hospitality, or events industries.

As industry leaders, we hire only the best and invest in world-class onboarding and training to ensure our new recruits are set up for a successful long-term career as a Go2African!

The role

CX Experts deal directly with our clients after the initial sales consultation is complete. CX Experts delight our clients leading up to, during, and after their holidays. They provide expert support and advice to clients, delivering flawless bookings management, and liaising with travel suppliers to ensure seamless execution of travel. This is a fast-paced and exciting role, which offers incentive rewards for hard work, and ample opportunity for growth and development.

Experience

Ideal candidates must have:

• A minimum of 3 - 5 years’ experience working in direct customer or guest service roles within the tourism, hospitality, or events industries
• Experience working on CRM and similar software platforms

Desirable experience, but not essential:

• Experience working as a Travel Consultant
• Experience working with destinations and luxury travel products within Southern and East Africa

Qualifications

It is advantageous for candidates to have:

• Degree or Diploma in Travel and Tourism, Hospitality, or another relevant Tertiary qualification

Customer Experience

• Offer ‘after sales’ client support and relationship building
• Liaise with clients before and during their trip to provide expert advice, bookings management and engagement on key touch points
• Send pre and post travel communication mailers
• Manage complaint and emend services where required
• Arrange client gifts and meet and greets (where applicable)

Bookings Management

• Recommend and sell add on services, e.g., day tours
• Processing of refunds – i.e., flight refunds and changes in Bazaruto system
• Final documentation review and sending of documentation to clients
• Handling of booking / itinerary deferrals and cancellations, in collaboration with the administration team
• Emergency phone duty

Third Party liaison

• Work closely with suppliers / Go2Africa’s Product team to resolve issues pre or during travel

We provide our Go2African staff with:

Flexible working
Our Flexible Work Model offers the best of both worlds. Cape Town-based employees work 1 day per week in the Go2Africa office, located at the beautiful V&A Waterfront, and work from home for the rest of the week. Of course, our door is always open to those who prefer to work in-office more frequently. We have employees based in remote locations (from Hoedspruit to Nairobi!) – these employees work remotely, and travel to our Cape Town office for training and special gatherings.

Travel opportunities
We encourage our employees to visit the destinations we sell. We offer many opportunities to travel in the form of curated Educationals, site inspections, or discounted holidays at agent rates! Ts & Cs apply!

Benefits

Life happens, and we support our employees to deal with it. We provide permanent employees with company contributions to medical aid, retirement annuity and life and illness cover.

Reward and recognition
We recognize our employees based on targets, but also values. Our annual Recognition Awards are an example – colleagues vote for their peers, and there are incredible travel prizes up for grabs (plus, a good old party!)

Wellbeing and ample downtime
We prioritise the wellbeing of our employees. We provide wellness campaigns, mental health support and coaching, plus substantial leave benefits. We know it all lies in finding a balance between work and play.

Vibrant Culture
Our employees are #proudlyGo2African, and we use any excuse to celebrate our shared success. Whether it’s monthly Townhalls, interactive team buildings, our operational structure itself, or Valentine’s Day – it’s always better when we’re together!

Training and development
We offer comprehensive training programmes and opportunities for growth. From destination training in East Africa to designing Personal Development Plans, we support our employees to succeed.

World-class tech
We work on industry-pioneering systems, ensuring that the travel planning process is seamless. We give our employees access to world-class resources, which allows them to spend time on what really matters.

To apply, please e-mail the following to recruitment@go2africa.com :

• CV
• Academic transcripts
• Covering letter

Please clearly state the role (“Travel Consultants – Client Experience Experts”) in the e-mail subject line.

We are looking forward to hearing from you!