Customer Service Consultant- Safarinow Operations Team

Our Group Operations Division is looking for a Customer Service Consultant for the Safarinow Team!

(This role is planned to be based in Cape Town)

About The Role

The Customer Service Consultant is responsible for delivering timely, efficient, and high-quality customer support throughout the accommodation booking process. This role plays a critical part in enhancing the overall customer experience by addressing inquiries, resolving issues, and ensuring that bookings are processed smoothly. The consultant acts as a key point of contact for customers and serves as a communication bridge between various internal teams and the customer base.

Key Responsibilities

• Customer Service & Support:
• Respond to customer enquiries via email and telephone in a professional and timely manner.
• Demonstrate comprehensive product knowledge to assist effectively with customer queries.
• Ensure all interactions are handled with courtesy, empathy, and efficiency.
• Address general booking issues or escalate complex problems to the appropriate team or supervisor.
• Communicate the progress and status of any unresolved queries to customers proactively.
• Escalate software or system bugs to the Team Leader for prompt resolution.
• Engage with establishment-related enquiries and coordinate appropriate responses or escalations.
• Supportive Operational Duties:
• Process booking cancellations accurately and in line with company policies.
• Assist with customer complaints, providing first-level support, and escalating severe cases to the Team Leader.
• Complete accommodation request forms when required, ensuring accuracy and attention to detail.
• Maintain proper documentation and follow-up on support tickets using internal systems (e.g., Stack), adhering to Customer Service (CS) manual metrics and timeframes.
• Key Performance Indicators:
• Customer Satisfaction: Consistent positive feedback from customers regarding service quality.
• Query Management: Timely and effective handling or escalation of customer queries.
• Communication Quality: High standards of clarity, professionalism, and tone in customer interactions.
• Follow-Up Efficiency: Prompt and accurate follow-through on outstanding issues and support tickets.
  

Qualifications And Experience

• Matric certificate (Grade 12) is essential.
• 1–2 years of experience in a customer service or call centre environment, preferably in the travel, tourism, or hospitality industry.
• Proficiency in Microsoft Office (Outlook, Word, Excel) and familiarity with ticketing or CRM systems.
• Excellent verbal and written communication skills.
• Ability to work under pressure and handle difficult customer interactions professionally.
• Strong problem-solving skills and attention to detail.
• A team player with a proactive and customer-centric approach.
  
  

Behavioural Competency Requirements

• Information gathering and problem analysis
• Decision-making ability
• Team collaboration and motivation
• Strong communication skills
• Resilience
• Leadership
• Planning and organizing
• Pro-activity
• Confidence and assertiveness
• Quality and detail orientation
• Customer focus
• Creating and innovating
• Adapting and responding to change
  
  

About The Team

The SafariNow team is a dynamic and passionate group of individuals driven by a shared love for travel and innovation. With a strong foundation built over 15 years, the team continues to grow alongside the platform’s expanding network of over 86,000 listed establishments. From developers and designers to customer support and marketing experts, each member plays a vital role in shaping a seamless and trusted online travel booking experience. Rooted in Africa but with a global outlook, the team brings together diverse talents and fresh ideas to keep pushing the boundaries of what travel should look like in the digital age.