Job Description

Job Title: Client Experience Expert

Location: Cape Town, South Africa

Type: Full-Time | Hybrid/Remote

Role Purpose

The Client Experience Expert is responsible for delivering a seamless, high-touch client journey post-booking, ensuring all interactions reflect the brand's commitment to service excellence. This role serves as the client’s primary contact from deposit confirmation until post-travel, supporting all aspects of preparation, travel experience, and feedback.

Key Responsibilities Client Experience & Relationship Management

• Liaise with clients post-deposit to build rapport and manage expectations.
• Provide guidance on visa requirements and general pre-travel preparation.
• Arrange special touches such as gifts, celebration messages, and in-person meetings where applicable.
• Coordinate pre-travel communications including reminders, itinerary confirmations, and personalised updates.
• Offer on-trip support including bookings for restaurants, theatres, PCR testing, or other additional requests.
• Communicate with clients post-travel, including thank-you or welcome home correspondence.
• Manage service complaints or issues with professionalism and urgency.
• Liaise with regional partners regarding logistics such as in-destination gift drops.

Bookings & Documentation

• Upsell and confirm add-on services such as day tours and experiences.
• Process refunds and changes (e.g., flight or itinerary updates).
• Review final travel documentation and dispatch to clients.
• Work with Sales Administrators to manage booking deferrals and cancellations.
• Participate in a rotating emergency support duty roster.

Third-Party Liaison

• Collaborate with suppliers and product teams to resolve issues pre-travel or during the client’s trip.
• Maintain professional relationships with partners to ensure seamless delivery of services.

Minimum Requirements Qualifications

• National Senior Certificate (Matric) required.
• Diploma or degree in Travel & Tourism or a relevant field (advantageous).

Experience

• 3–5 years of experience in the travel or tourism industry.
• Demonstrated experience in client-facing and service-delivery roles.
• Experience with travel management systems (e.g., Bazaruto or similar platforms) advantageous.

Skills & Competencies

• Strong interpersonal and communication skills (verbal and written).
• Organised with excellent attention to detail.
• Ability to work well under pressure, multitask, and meet deadlines.
• Problem-solving mindset with creativity and initiative.
• Proficient in planning, coordinating, and following up on service delivery.

Personal Attributes

• Client-focused and service-oriented.
• Professional, accountable, and proactive.
• Adaptable and solutions-driven.
• Team player who can also work independently.
• Confident and agile with a passion for delivering memorable experiences.