TourAxis

Customer Operations Specialist

TourAxis

full-time

Posted on:

Location Type: Hybrid

Location: Cape Town • South Africa

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Salary

💰 ZAR 13,000 per month

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
organizational skillstime managementattention to detailwritten communicationcustomer servicemultitaskingproblem-solvingcollaborationverbal communicationcustomer satisfaction