Contact Centre Indirect Service TED

Established in 1950, Club Med pioneers premium all-inclusive holidays. We operate around 80 resorts worldwide, plus a cruise ship, offering upscale, multicultural experiences.

Club Med seeks a dynamic, results oriented Contact Center Indirect Service TED (Travel Experience Designer) to join our vibrant call centre team in Johannesburg, South Africa, servicing the Northern Europe and South African markets.

• 1. Handle inbound calls and written communication from travel agents with existing Club Med bookings, addressing questions, concerns and special requests; perform outbound calls for follow up, support modification, collect balances and strengthen relationships.
• 2. Support overflow from service queues for direct clients, maintaining service levels and, during peak periods, handling overflow sales calls.
• 3. Respond to queries about travel details, accommodation, transportation or resort services; assist with booking modifications such as date or resort changes, guest information updates or room upgrades; process cancellations per Club Med policies; encourage agents to use the "Club Med Travel Agent" portal.
• 4. Provide accurate information on Club Med terms & conditions, resorts, destinations, activities, transport and pricing to travel agents.
• 5. Meet or exceed targets and goals using effective customer service, sales techniques and relationship management.
• 6. Assist travel agents with the modification process, ensuring accurate information, correct use of internal sales tools, process compliance and efficient payment handling.
• 7. Upsell relevant services or amenities-such as spa treatments, excursions or room upgrades-to enhance the customer experience and increase revenue.
• 8. Deliver excellent customer service at any booking stage, in line with Club Med standards and terms.
• 9. Maintain accurate records of customer interactions, booking details and sales transactions using company sales tools.
• 10. Continuously update knowledge of terms, conditions and procedures, identify opportunities for process improvements and provide feedback for optimisation.

• Solid knowledge of the travel and tourism industry.
• Experience in a similar position and sector.
• Mastery of customer service and sales skills.
• Familiarity with ski travel is advantageous.
• Knowledge of Amadeus is beneficial.

Fluency in spoken and written English is mandatory.

• 13th cheque payable in December each year.
• 20 days leave per annum + 1 additional day per year of seniority, capped at 23 days per year.
• R3,000 per month medical aid contribution (upon proof of membership and monthly contribution).
• 7.5% company contribution to the Allan Gray Retirement Fund (provided the employee contributes at least R100.00 per month).

Job type: Permanent

Location: Johannesburg

Starting date: 15/06/2026