Remote Customer Support Specialist; Hospitality

Our client, a leading online travel agency specializing in unique hospitality experiences, is seeking a dedicated and empathetic Remote Customer Support Specialist. This position is fully remote, allowing you to work from anywhere within South Africa. You will be the first point of contact for customers, providing exceptional support via phone, email, and chat regarding bookings, inquiries, and resolving issues related to their hospitality stays.

The ideal candidate possesses outstanding communication skills, a problem-solving attitude, and a genuine passion for the travel and tourism industry. You will play a crucial role in ensuring customer satisfaction and maintaining our client's reputation for excellent service. This is a remote-first role, requiring self-discipline and strong time management skills.

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
• Assist customers with booking modifications, cancellations, and general information about travel packages and accommodations.
• Troubleshoot and resolve customer complaints related to bookings, service quality, and payment issues.
• Provide accurate and detailed information about destinations, properties, and travel requirements.
• Document all customer interactions, transactions, comments, and actions accurately in the CRM system.
• Identify and upscale priority issues to the appropriate internal teams when necessary.
• Contribute to team efforts by accomplishing related results as needed.
• Stay updated on company products, services, and policies to provide the best possible customer experience.
• Proactively identify opportunities to improve the customer support process and share feedback with management.
• Maintain a high level of customer satisfaction by offering personalized and efficient support.

• Proven customer support experience, preferably within the hospitality or travel industry.
• Excellent communication skills, both written and verbal, with a clear and professional tone.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM systems and help desk software.
• Ability to work independently and manage time effectively in a remote work environment.
• High school diploma or equivalent; college degree in a related field is a plus.
• A stable internet connection and a dedicated, quiet workspace.
• Patience, empathy, and a customer-centric approach.
• Ability to adapt to changing priorities and learn new systems quickly.
• Familiarity with online booking platforms and travel technologies is beneficial.

• Fully remote work opportunity, offering flexibility and work-life balance.
• Competitive salary and performance-based incentives.
• Comprehensive medical aid and other benefits.
• Opportunities for training and career advancement within a growing company.
• Access to travel discounts and perks.
• Be part of an innovative and dynamic team in the tourism sector, working from Bloemfontein or anywhere in South Africa.