German-Speaking - Travel Complaint Specialist (EU Corporate Travel) - Cape Town - ABC Worldwide

ABC Worldwide Cape Town

1 week ago

Description

German-Speaking Travel Resolution Specialist

We are looking for a motivated and customer-centric individual to lead by example in our dynamic environment. As a German-speaking Travel Resolution Specialist, you will play a crucial role in resolving complaints and escalated issues, with a focus on German language complaints.

Your responsibilities will include:

Actively receiving and resolving complaints raised by members, adhering to service level agreements (SLAs)
Maintaining a complete understanding of corporate client SLAs and service deliverables
Recording all complaints accurately and proposing enhancements to complaint handling processes
Providing timely support for urgent complaints and escalations, ensuring fair and member-focused outcomes
Participating in member success training and coaching sessions for Lifestyle Managers and Team Managers
Serving as a point of contact for client services, assisting with troubleshooting and improvement initiatives
Interacting with Europe & UK-based corporate clients, representing Member Experience in client meetings as needed
Supporting the resolution of client-related complaints and feedback, collaborating closely with the Department Head

You will work closely with Operations, Proposition, Product, and Global CX to turn dissatisfied members into loyal advocates of the concierge service.

Key qualifications and skills include:

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

The estimated salary for this position is approximately $60,000 - $80,000 per year, depending on location and experience.

This is a 40-hour work week position, Monday to Friday 9am/10am - 6pm/7pm local SA time; occasional outside of normal working hours shifts may occur due to our global business nature.

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