Ø Take full responsibility for handling of relevant customer complaints, queries and requests for information (end-to-end). Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications between the various parties and all information taken into consideration.
Ø Carry out relevant research and surveys as required and requested by Management.
Ø Prepare daily, weekly, monthly statistical reports as appropriate.
Ø Aid the Sales Manager in ensuring that all relevant standards within the customer charter are met.
Ø Daily VIP traveler tracking and relationship management (room drops, birthdays, satisfaction surveys)
Ø Ownership and management of the TWF VIP loyalty programme.
Ø Assist the sales & marketing team with ad-hoc events, such as golf days, customer lunches, etc.
Ø Take ownership of TWF’s CRM system administration and all related functions of the CRM system
Asap
Negotiable
Qualification:
Ø Detailed Customer Care knowledge gained over at least three years’ experience in a service-orientated environment;
Ø Evident outstanding written and verbal communication skills
Ø Ability to compile and analyse statistical information
Ø Experience of working with a CRM system
Ø Ability to remain calm when dealing with difficult or distressed people
Ø Understanding of the needs for confidentiality and compliance with service regimes.
Ø Ability to work on own initiative and as part of a team.
Ø Own transport.
Gauteng
Pretoria - Menlopark
Carien Du Toit