Customer Service Assistant

Job Summary

You are responsible for handling all CTS customer’s complaints, in resort issues, changes in itineraries, medical assistance and investigate post resort complaints. You will be  the main link between the client and their respective tour operators.

Duties:

    1. Assist DS (Destination Specialists) with any issues and complaints from clients to ensure that they are attended to, and proposed solutions to ensure customer satisfaction whilst clients are still in resort.
    2. Carry out investigations regarding customers’ complaints after client’s departure. (post Resort).
    3. Reply to queries from Tour Operators (in English or French) and clients within 24 hrs. or by the time limit stipulated by our SOP.
    4. Liaise with local suppliers (hotels, guest houses, restaurants car hires, boat charter companies, bicycle hire, car rental etc)  regarding complaints and agree on corrective action where necessary.
    5. Liaise with the various Heads of departments for information related to service delivery failures.
    6. Inform Tour Operators the following incidents promptly.
      –  Hotel Changes, upgrades or over bookings.
      –  Flight changes, delayed flights or bad weather affecting domestic flights or other onward connections (Denis Island, Silhouette,
      –  Late transfers, missed transfers and corrective action.
      –  Assist at the airport or jetty in cases of major flight delays
      – Accidents & Illness
      – Deaths & repatriation
    7. Advise Manager of Customers Services or executives of all complaints concerning service delivery so that corrective action can be taken
    8. Be conversant with all customer service-related requirements from “sensitive” tour operators such as Kuoni UK, Scott Dun, Audley Travel, Austral Lagons, Tentations Austral, Marco Vasco, Alpitours, Alidays, Tourlane, Lebensluts etc.
    9. Effectively and efficiently maintain the standards of the (ISO) quality management system of the company
    10. Assist with switchboard relief at the Front Office when receptionists are on leave.
    11. – Any other related duties that may be assigned the management

Education

  • A’Level in English & French
  • Have a good command of written and spoken English and French
  • A third language would be a plus. Minimum Advanced (A) Levels Qualifications.

Training (Skills)

  • Computer literate in database management software and Microsoft office package,
  • Good communication and interpersonal skills,
  • Good relations skills,
  • Good knowledge,
  • Report writing skills,
  • Knowledge of the Seychelles products,
  • Research skills,
  • Good Knowledge of the destination in all its aspects,
  • Knowledge of the different markets,
  • Dedicated to high standards of Customer Service,
  • Driving License, a must,

Experience

  • Two years post qualifying experience in a Tourism related field.

Personal Characteristics

  • Pleasant & customer friendly.
  • Calm & able to work under pressure.
  • Dynamic and a good team player.
  • Punctual /reliable/honest

Working hours

Monday to Friday
8 hours per day, with 1 hour lunch break

SPECIAL WORKING CONDITIONS:

Can be requested whenever required to assist outside normal working hours and normal working days with call out duties when on call.

Closing Date: 23rd February 2024