Job Description

General Information

Job title:

OBT Support consultant (12: 00 – 20: 00 shift)

 
 
 
 
Purpose:

The purpose of OBT Support consultant is to provide support and service to customers who have made a booking on the OBT, as well as work alongside the online sales team. This person would be liaising directly with customers, and would need to be fully customer centric, and offer an exceptional delivery on customer service through high attention to detail.
This role is to ensure that our customers are provided an after sales service, through assisting date changes, refunds, additional information required.
This person will work, Monday to Friday: 12:00 – 20:00

 
 
 
 
 
 
 
 
 
 
 
Primary duties and responsibilities (KRAs)

1. OBT booking management
Daily que management of OBT
Responsible for red flag bookings (failed ect)
Responsible to action any date, name and schedule changes as well as any cancellations for any existing bookings from OBT
Managing the relevant OBT customer queries
Responsible to reallocate sales opportunity to the sales team
Follow OBW finance procedures
2. Refunds
Ensuring all refunds have been submitted on same day as customer request. OES (internal refund system) recorded in Omnis (internal finance system) as per OBW
Weekly follow ups on all overdue refunds ( after 12 weeks)
Managing and completing any refunds timeously.
Collaboration and Communication with Online Sales team to ensure seamless communication with customers
Mitigating and Defusing any refund risk in the business
Management of EMD and refunds for the OBT bookings

3. General
After-hours: This is a shared responsibility via roster. Duties will include; managing after-hours queries by phone, checking inboxes and public platforms after-hours for any urgent customer concerns or potential threats to the business.
Provide information to retail consultants about OBT bookings
Crisis management: Assist with ad-hoc tasks assigned in times of crisis. Duties may include managing customer lists

Hierarchy:

Online sales team leader

 
Key communication and relationships:

 
Internal: Online business, FCB teams, support teams External: Customers and Suppliers

Job Requirements

 
Education and qualification:

Minimum requirements

Added advantage

Matric

Travel Qualification

 
Experience:

Minimum 2 year travel consultant experience
Experience with date changes, re – route, refunds and travel add on’s
Proven customer service record
Amadeus Experience

 
 
Other:

Location:

JNB Campus – Northcliff

Travelling:

As per business needs

Office hours:

Monday to Friday: 12pm to 8pm

 
Functional / job-related

 
Competency

Proficiency required

Basic

Intermediate

Advanced

Customer Service

1

2

3

Computer Literacy

1

2

3

Excel & Omnis knowledge

1

2

3

Amadeus Knowledge

1

2

3

Business Acumen

1

2

3

BSP

1

2

3