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American Express Travel

Relationship Manager (Permanent) Western Cape- Waterfront -Retail
Publication: 16 Apr 2013

Job Description

The incumbent of this role must effectively responsible for managing portfolio of elite clients to manage and grow the relationship by handling and managing all the travel, card and lifestyle aspects of the client’s needs at all levels. Resulting in an efficient, effective and contributing to revenue optimization by proactively identifying opportunities to enhance customer engagement with service that differentiates us from our competitors and to develop brand loyalty. The Relationship Manager should provide our clients with an enhanced 24-hour service as well as create personalised and one-on-one interaction with the elite clients for better understanding. Ensure the on-going of all encompassing viability of the American Express division.

 Knowledge and work on the Amadeus GDS
 Issue full domestic and international reservations including hotel, car, air, transfer, B&B etc
 Accurately complete all reissues
 Ability to complete all refunds accurately
 Ensure corporate fares are utilized
 Actively promotes the importance and value of our preferred supplier programmes and works to enhance customer awareness of the Elite client and benefit proposition. Supports execution of the organizational vision by providing insight into the customer experience and expectation to ensure ongoing relevance of the product and service
 Ensure that all fees are correctly charged at time of ticketing including invoicing and referral bookings


 Understanding and adhering to the clients’ travel policies and procedures and needs
 Proactively undertakes self-development and training to enhance skills which ensure achievement of both personal and business goals. Maintains an awareness of customer trends and industry developments in the Premium Travel and Lifestyle arena and actively engages with the Lifestyle and Destination Expertise programmes
 Effectively use a variety of communication methods to maintain relationship with customer based on customer preference and availability
 The ability to advise the solution to the problem
 A client centric mentality, with consistent extra mile service
 All vouchers correctly issued and emailed to the client and supplier
 Cost conscious for both Amex and the client
 Makes recommendations for improvement to processes, technical or otherwise, to ensure maximum quality and efficiency. Flags complex and/or high exposure issues for resolution to team leader and makes recommendations for future supplier opportunities based on customer insight and demand.

Availability

ASAP

Salary

Neg

Required Qualifications

EDUCATIONAL REQUIREMENTS  Matric Qualification
 Travel Diploma
EXPERIENCE IN YEARS  Minimum 6 years experience with at least 4 being in a Team Leader / VIP/ Travel Manager role in a similar organisation
KNOWLEDGE  Beginners, intermediate and advanced fares course
 Ticket reissue course
 Ticketing course
 Build Highly engaged relationships
 Customer service course
 Sound geographical knowledge
 Sound visa knowledge
 To be well travelled is an advantage
Computer literate: Word, excel


PERSONAL ATTRIBUTES REQUIRED FOR THE JOB  Strong telephone and communication skills
 Take control of one’s own work station
 Accepting responsibility for your work and that of colleagues
 Personal management/responsible
 Trustworthy
 Selling & Negotiation Skills
 Teamwork and enthusiastic
 Total accountability beyond your area of responsibility
 The ability to accept criticism and rectify
 Solution Driven
 Accept challenges
 Deadline driven
 Integrity
 Commitment to quality
 Passion to learn and succeed
 Well-spoken
 Well presented
IN THE ABSENCE OF MINIMUM QUALIFICATIONS  Leadership in Travel & Tourism
 Degree in Travel & Tourism

Location

Waterfront

Application details

Contact Name :Nicole Gasser

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