Customer Care Administrator (Permanent)

Job Overview

The Customer Care Administrator is responsible for delivering exceptional customer service by managing client interactions, resolving complaints, and ensuring a seamless travel experience. This role serves as the primary point of contact for escalated queries, with a strong focus on problem resolution, client satisfaction, and relationship management-particularly for VIP and high-value clients.

Key Responsibilities

• Act as the primary point of contact for all escalated client and traveller complaints.
• Manage and respond to complaints received via multiple channels, including phone, email, and social media platforms.
• Log all customer interactions accurately and assign case reference numbers for tracking.
• Conduct detailed investigations into complaints, liaising with internal departments and external suppliers (airlines, hotels, car rental providers, etc.).
• Provide clear, professional, and timely resolutions in line with Service Level Agreements (SLAs).
• Track, analyse, and report on complaint trends to identify recurring issues and recommend improvements.
• Maintain accurate records of all interactions, actions taken, and final resolutions.

2. Customer Experience & Compliments Management

• Capture and document client compliments and positive feedback.
• Share feedback internally to promote service excellence and staff recognition.
• Support initiatives aimed at improving overall customer satisfaction and experience.

3. VIP Client Services

• Deliver personalised service to VIP and high-value clients.
• Coordinate special arrangements such as amenities, room drops, and tailored travel experiences.
• Conduct proactive engagement (e.g., birthday or special occasion calls) to strengthen relationships.
• Manage and maintain accurate client profiles, including loyalty programme details (frequent flyer numbers, hotel memberships, etc.).
• Work closely with Key Account Managers to ensure VIP and all other high-value client's satisfaction and retention.

4. Communication & Relationship Management

• Maintain a professional, empathetic, and solution-driven approach in all client interactions.
• Provide proactive updates to clients regarding complaint progress, travel changes, or special requests.
• Build and maintain strong relationships with clients, suppliers, and internal stakeholders.
• Collaborate effectively across departments to ensure seamless service delivery.

5. Administration & Reporting

• Maintain accurate and up-to-date records within CRM and customer care systems.
• Prepare reports on customer interactions, complaint trends, and service performance.
• Use Microsoft Office tools (Excel, Word) to generate reports, track data, and draft client communications.
• Ensure all documentation meets company standards and compliance requirements.

6. Compliance & Data Protection

• Handle all client information with strict confidentiality.
• Ensure compliance with applicable data protection regulations, including POPIA.
• Understand escalation protocols and involve appropriate stakeholders when necessary.

asap

Negotiable

Education:

• Matric (Grade 12) or equivalent
• Diploma or certification in Travel & Tourism, Hospitality, or Customer Service (advantageous)

Experience:

• Proven experience in customer service, customer care, or operations environment
• Experience handling escalated complaints and difficult clients
• Exposure to travel, tourism, or airline industry (advantageous)
• Experience with VIP or high-value clients (preferred)
• Familiarity with booking processes, cancellations, and refunds (advantageous)

Technical Skills:

• Proficiency in Microsoft Office (Word, Excel)
• Experience using CRM or customer care systems (e.g., Sage CRM, Vtiger)
• Familiarity with Global Distribution Systems (GDS) such as Amadeus or Galileo (advantageous)
• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• High attention to detail and organisational skills
• Ability to multitask and prioritise effectively