Client Experience Expert (B2C)

Job Description

Client Experience Expert – Luxury African Safari & Tours Company | Cape Town

Kendrick Recruitment is seeking a professional and customer-focused Client Experience Expert to join a leading Luxury African Safari and Tours Company in Cape Town. This role offers a salary of R30,000 per month (negotiable depending on experience) and provides an opportunity to enhance client experiences before, during, and after their travels.

The ideal candidate will have strong travel industry experience, excellent communication skills, and a passion for delivering exceptional service to clients and agents.

Key Responsibilities – Customer Experience :

Liaise with clients post-deposit, advising on visa requirements and travel essentials

Arrange gifts and personalised touches for clients where applicable

Provide pre-trip and on-trip support, including key touchpoints such as reminders and special occasion messages

Communicate pre- and post-travel updates, e.g., welcome home mailers

Manage complaints and amend services where required

Key Responsibilities – Bookings Management :

Sell add-on services such as day tours, cultural visits, or balloon safaris

Process refunds and changes, including flights and park fees

Review final documentation and send to clients

Assist with booking and itinerary changes or cancellations alongside Sales Consultants

Provide emergency phone duty support

Key Responsibilities – Third-Party Liaison :

Work closely with suppliers and product teams to resolve issues before or during travel

Ad-Hoc Responsibilities :

Support consultants in managing inboxes during periods of leave

Qualifications : Matric

Diploma in Travel and Tourism or relevant tertiary qualification (advantageous)

Experience & Knowledge :

Minimum of 3–5 years’ experience in the travel industry

Professional email and telesales communication experience

Strong customer service background

Experience using quoting systems, Bazaruto advantageous

Skills & Competencies :

Deciding and initiating action

Persuading and influencing

Planning and organising

Presenting and communicating effectively

Working with people and building relationships

Exceptional written and verbal communication skills

Researching and learning

Delivering results and meeting customer expectations

Adapting and responding to change

Coping under pressure and setbacks

Seamless administration and organisational skills

Creativity and problem-solving

Attributes & Behaviours :

People-focused and accountable

Detail-oriented and organised

Solutions-driven, adaptable, and confident

Independent, proactive, and agile

Conditions & Working Hours :

Work 9 hours per day, including a 1-hour lunch break, with flexibility depending on team setup

Overtime may be required during peak periods, compensated with time off in lieu

Occasional travel may be required for work purposes

Required Work Practices :

Promote the Sales team as best-in-class externally with clients and internally with stakeholders

Uphold and contribute to the company’s reputation as a leading safari operator

Demonstrate company values including genuineness, caring family spirit, teamwork, dedication to service, consistent quality, and going the extra mile

Attendance at staff events during working hours is compulsory

Attend all required Training & Development programmes

This is an excellent opportunity for a dynamic and client-focused professional to deliver exceptional travel experiences and support the growth and reputation of a luxury safari and tours operation.

Requirements

experience