Thompsons Africa is a Destination Management Company supplying meet and greets, fully escorted and group series tours, seat-in-vehicle tours, open-vehicle safaris, and FIT services in South and Southern Africa. Established more than 36 years, we provide memorable and life-changing African holiday experiences thereby ensuring our customers’ success in selling Africa.
We provide our customers and guests with consistent service regardless of the time of the day.
The After-Hours Customer Support Consultant is responsible for handling and resolving all calls and emails received after-hours and serves as a before-and-after-hours, one-stop customer, guest, and operational support for Thompsons Africa.
The position is required to follow processes and procedures but is empowered and has the ability to problem solve and find the best solution for our customers and guests.
Key Objectives
The key functions of the After-Hours Customer Support Consultant include but will not be limited to:
- Managing the Customer Care Centre email Inbox and phone line.
- Providing immediate and efficient after-hours assistance and resolution.
- Handling operational requests during non-business hours whilst adhering to specific policies and procedures.
- Providing problem-solving expertise and superior customer care.
- Logging, documenting, actioning, and providing feedback on all calls and emails received.
- Booking of accommodation and services in the Reservations System.
- Conducting telephonic and written reconfirmation of services.
- Printing and assembling travel documentation.
- Closing of the office when working evening shifts in the office.
Requirements
Qualification
- Grade 12
- Related tertiary qualification in Travel and Tourism highly recommended
- Ability to speak other languages desirable but not required
Essential experience, skills, and attributes required
- Minimum 3 years’ experience as an Inbound Reservations Consultant
- Experienced and knowledgeable working within Reservations systems
- Strong product, destination, and logistical knowledge of South and Southern Africa.
- Multitasking whilst maintaining a high level of detail and accuracy.
- Excellent listening skills
- Professional and positive
- Ability to stay calm in pressurized/stressful situations
- Empathetic
- Organized with strong administrative skills
- Team player
- Effective communicator who provides quality information (verbal/telephonic and in writing)
- Experienced using Microsoft Office (Outlook, Word, Excel) and SharePoint
- Services and customer focussed; always understanding and considering the customer and guest expectations and requirements.
- Quick turnaround time.
- Trouble solving and solutions are driven
- Enthusiastic and friendly
- Research and finding information
- Ability to work independently with minimal supervision required.
- Highly functional and reliable
- Ability to build trust and work through challenges
Working Hours
- Must be available on evenings, weekends, and statutory holidays.
- Weekday shifts (4-hour evening shifts on Mondays, Wednesdays, Thursdays, and Fridays).
- Weekend shifts (12-hour shifts Saturdays and Sundays with a 1-hour lunch break).
Other Requirements
- Available to work from the office and from home.
- Office set up at home.
- Reliable Wi-Fi connectivity when working shifts from home.
Please Note: Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998 (and any amendments thereto), the internal recruitment policy as well as units’ employment equity plans