Client Experience Expert

Recruiter:

Wild Dreams Hospitality

Job Ref:

WDH001814/Trav

Date posted:

Monday, October 13, 2025

Location:

Cape Town, South Africa

Salary:

Monthly

SUMMARY:
One of East Africa’s long-standing safari companies is looking for a CLIENT EXPERIENCE EXPERT

POSITION INFO:
Client Experience Experts are pivotal in ensuring exceptional customer interactions. They prioritize customer satisfaction throughout the entire journey, from pre-travel preparations to the trip itself. These experts specialize in delivering memorable experiences that exceed expectations, ensuring that each customer interaction leaves a lasting positive impression.

Candidate requirements

Relevant tertiary qualification (advantageous)
Minimum of 3-5 years Travel Industry experience
Professional email and telesales communication
Customer service experience
Experience using our quoting system, Bazaruto (advantageous)

Candidate responsibilities

Client liaison and relationship building post deposit payment received, e.g., advising clients on basic visa requirements
Arranging of gifts if applicable
Pre and on trip support and client communication / key touchpoints (e.g., messaging clients re special occasions; reminders; last minute sight seeing)
Pre and post travel communication / mailers, e.g., welcome home mailer
Complaint management e.g., amending services where required
Sell add on services e.g., day tours, cultural visits or balloon safaris
Processing of Refunds – i.e., flight refunds and changes in Bazaruto
Handling logistics and park fee changes
Final documentation review and sending of documentation to clients
Along with the Sales Consultant, handling of booking/itinerary changes or cancellations
Emergency phone duty
Work closely with suppliers / product to resolve issues pre or during travel
Assist consultants in managing inbox while on leave.

Conditions and Working Hours

You are required to work 9 hours per day including an hour lunch break. The working hours are determined according to the team set-up with flexibility.
Overtime may be required during peak periods for which you will be compensated with time off in lieu.
You may be required to travel for work from time to time.

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