Hybrid Customer Operations Specialist

at TourAxis

• Job title: Customer Operations Specialist
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: ZAR 13,000 per month
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Cape Town, South Africa

About the role

• Customer Operations Specialist at Expat Explore ensuring travelers are fully prepared for their journeys through effective communication and documentation management.

Responsibilities

• Maintain and update the Squad Master Sheet, ensuring alignment with Asana task management.
• Monitor and action relevant tags in operational channels to ensure tasks are completed accurately and on time.
• Send pre-departure reminders and communication.
• Conduct traveler information checks.
• Send optional add-on mailers to increase pre-tour sales.
• Send TLAs for upcoming departures.
• Manage tickets, dashboards, and ensure prompt customer communication.
• Update and send correction mailers via Asana.
• Accurately document and store customer information in the company’s system.
• Assist with bookings, processing payments, issuing refunds if applicable.
• Keeping up to date with the company’s policies, products, and processes.
• Responding to customer questions via phone or email promptly.
• Offering detailed and accurate information about the company's offerings.
• Ensuring customer requests are resolved by following up on pending issues.
• Aiming to leave customers satisfied with the service provided.

Requirements

• Strong organizational and time management skills.
• Excellent written communication and attention to detail.
• Proficient in G-Suite, Asana, and Freshdesk (or similar systems).
• Previous customer service or operations experience (preferably in travel/tourism).
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong ability to organize their task list, manage time effectively, and prioritize responsibilities.
• Keen eye for detail to ensure all customer queries are attended to and provide excellent customer service.
• Excellent verbal and written communication skills to effectively coordinate with team members and customers.
• Ability to identify issues and escalate them appropriately to ensure timely resolution.
• Comfortable working in a fast-paced setting and managing multiple tasks simultaneously.
• Ability to work in a collaborative team environment.

Benefits

• Opportunity to work in a dynamic and growing team.
• Gain experience in Customer Service and working with a collaborative team.
• Work in a hybrid environment.