City of Cape Town, Western Cape, South Africa
Customer-focused professional with a proven track record in customer experience, bookings, client relations, and operational support. Passionate about delivering exceptional service, building meaningful relationships, and creating seamless customer journeys. Known for a proactive mindset, strong problem solving abilities, and consistently exceeding performance expectations in fast-paced environments. As a dedicated Culture Champion, I thrive on fostering collaboration, driving employee engagement, and contributing to positive workplace cultures. I am committed to continuous growth, excellence, and making a meaningful impact in every role I take on.
Assisted customers with accommodation bookings across South Africa. Delivered exceptional customer service via phone, email, live chat, and digital channels. Provided expert guidance on accommodation options, rates, availability, and booking policies. Managed new bookings, amendments, cancellations, and special accommodation requests. Liaised with property owners and guests to ensure seamless booking experiences. Resolved customer queries and complaints efficiently while maintaining high customer satisfaction. Processed payments, refunds, and booking confirmations accurately. Maintained detailed and accurate customer records using internal booking systems. Collaborated with cross-functional teams to resolve booking issues and improve service delivery. Ensured compliance with company policies, quality standards, and service level agreements (SLAs). Identified opportunities to enhance the customer journey through proactive problem-solving. Consistently met individual productivity, quality, and customer satisfaction targets.
Key Accounts Management Ensuring all accounts are up to date General queries (telephone or email) Booking collections Online quotations Capturing and editing of waybills Proof of delivery uploads Claims
Monthly awards ceremony Incentive drive for performance Obtain quotations for incentives and approvals. Distribution of incentives. Send out daily internal communications to employees. Update of all notice boards Host client/external vendors visits Organise CSR initiative Drive diversity and inclusivity Ensure general happiness and wellbeing of employees. Plan and coordinate corporate events
organized 15+ annual corporate events, CSR projects increasing engagement by 40%. Implement mental health and fitness initiatives. Metrics & Reporting of tracked engagement KPIs. Enhancing community and outreach which increases employer branding.