98 Travel Consultants jobs in Cape Town

About Us

1-grid.com is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance. We are looking for an experienced Customer Service Manager to join our 1-grid Team!

This role will be based in our Cape Town office and will report to the Head of Customer Experience.

Role Purpose:

You will be responsible for leading and optimising the support team’s daily operations to deliver exceptional customer service, drive performance, and support 1-grid's broader customer experience strategy.

Key Responsibilities:

1. Team Leadership & Performance Management

• Lead, coach and support the day-to-day activities of the support team.

• Be a model of the culture. Drive accountability, productivity and morale.

• Monitor individual and team KPIs (e.g., response times, resolution rates, CSAT), and hold the team accountable.

• Conduct regular performance reviews, calibration sessions, and performance improvement planning.

2. Operational Oversight

• Manage team scheduling, shifts, and availability to ensure optimal coverage.

• Monitor real-time queues and adjust resources proactively to meet service level targets.

• Escalate systemic issues that impact productivity or customer experience.

3. Customer Experience & Quality Assurance

• Be a visible escalation point for urgent or sensitive customer issues.

• Ensure consistent delivery of a high-quality support experience across all channels.

• Monitor customer interactions and deliver feedback and coaching.

• Support the Head of CX with customer journey pain point tracking and resolution.

• Champion initiatives set out by the HoD that improve customer effort, satisfaction, and resolution quality.

4. Recruitment, Training & Development

• Support hiring of consultants in collaboration with HR and HoD.

• Foster a mentorship culture to build internal capability and career paths.

• Onboard new hires effectively with structured training and mentorship.

• Identify skill gaps and arrange for continuous development opportunities.

5. Cross-Operational Collaboration

• Work closely with Hosting, Billing, Product, Sales and Tech to resolve customer-impacting issues.

• Surface customer pain points and friction areas that require systemic fixes to the HoD and teams.

• Ensure support team feedback is fed into product and operational decisions through collaboration with the HoD.

• Support cross-functional improvement projects driven by the Head of CX.

• Support initiatives from marketing, compliance and systems.

6. Reporting & Insights

• Monitor and report on daily, weekly, and monthly metrics. Deliver regular, effective, reports on performance, metrics, trends and insights to the Head of CX.

• Identify trends, blockers, and customer themes through tickets, conversations, and analytics.

• Present insights to leadership to inform strategic decisions.

• Act on NPS, CSAT and other VoC feedback relevant to support.

7. Process & Policy Management

• Ensure team adherence to SOPs, escalation processes, and SLAs.

• Maintain and improve support SOPs, workflows and processes.

• Continuously improve support processes to drive efficiency and reduce errors. Recommend and support the implementation of automation or tooling improvements.

Skills & Competencies:

• Experience in web hosting or a technical support environment

• Proactive, self-starter

• Strong work-ethic with a can-do attitude

• Exceptional multi-tasking skills

• Strong leadership and people management skills

• Deep understanding of support operations and KPIs

• Analytical mindset with comfort in data interpretation

• Customer-centric mindset with a passion for service excellence

• Effective communicator across levels and teams

• Familiarity with customer support tools (e.g., Freshdesk/Freshchat, reporting dashboards)

Overview

The Advocate represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks. Typically works on routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

The Inbound Contacts Representative 1 performs basic administrative / clerical / operational / customer support tasks and handles routine and patterned assignments. The Advocate understands and addresses customer needs which may include complex benefit questions, resolving issues, and educating Members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.

• Strong customer service skills to coordinate service delivery including attention to customers, sensitivity to issues, proactive identification and resolution of issues to promote positive outcomes for members and providers
• Strong empathy skills to build rapport with the customers and impact customer satisfaction
• Computer literacy in order to navigate through multiple internal/external computer systems
• Ability to effectively participate in a multi-disciplinary team including internal participants
• Effective communication, verbal and organization skills
• Typing Speed: 25 wpm / 90% accuracy
• Strong attention to detail and complex problem solving skills
• Healthcare experience preferred but not required
• Familiarity with basic medical terminology and concepts used in US health insurance
• Effective communication, empathy and motivational skills
• Requires good oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills
• Clear written and verbal communication with CEF Level B2

• High school diploma or equivalent
• Minimum Matric / Grade 12

• 9 months of international BPO experience.
• Knowledge on US health insurance or similar industry is desired
• Customer service background

Position Overview

Customer Service Manager to lead our national customer service operations. This role oversees a high-volume, multi-channel service environment, managing both Cape Town and Johannesburg teams, ensuring exceptional service delivery to direct customers and retail partners. The role requires a balance of operational management, process improvement, and strategic oversight to maintain efficiency in a fast-paced, high-demand environment.

1. Operational Leadership
   • Oversee daily operations of the Cape Town main hub and Johannesburg team .
   • Manage a call centre-style customer service team handling inbound calls from direct customers and retailers, as well as a high-volume administrative email inbox.
   • Supervise technicians responsible for product assessments, warranty evaluations, and repairs.
   • Manage the Returns Clerk and oversee receiving processes for goods returned.
2. Performance Management & Reporting
   • Set clear performance targets and KPIs for all team members.
   • Analyse service data, create regular reports, and present actionable insights to senior management.
   • Monitor call and email handling efficiency, turnaround times, and service quality.
3. Process Improvement & Efficiency
   • Identify operational bottlenecks and implement new processes to enhance efficiency.
   • Ensure seamless coordination between customer service, technical, and returns functions.
   • Introduce tools and systems that improve workflow and customer experience.
4. Stakeholder & Cross-Functional Engagement
   • Collaborate with internal departments to resolve escalated issues promptly.
   • Maintain strong relationships with retail partners and other key stakeholders.
   • Participate in strategic discussions to align customer service operations with company objectives.
5. Team Development
   • Recruit, train, and mentor team members to ensure high performance and engagement.
   • Foster a culture of accountability, service excellence, and continuous improvement.

• Minimum 5 years’ experience in a senior customer service management role, preferably in a high-volume environment.
• Proven track record of managing call centre teams and technical service staff.
• Strong analytical skills with experience in data reporting and performance tracking .
• Demonstrated ability to implement and manage process improvements .
• Excellent leadership, coaching, and conflict resolution skills.
• Strong administrative and organisational abilities.
• Willingness and ability to travel to Johannesburg when required.

• Leadership & People Management – Able to inspire, motivate, and drive results.
• Operational Excellence – Skilled in streamlining processes and managing complex workflows.
• Customer Focus – Committed to delivering a superior customer experience.
• Problem-Solving – Quick to identify issues and implement effective solutions.
• Resilience – Capable of handling high-pressure situations with professionalism.

• Based at the Cape Town Head Office.
• Occasional travel to Johannesburg is required.
• Full-time position, with flexibility to manage operational demands.

Our Cape Town branch based in Airport City is looking for a Customer Service Consultant.

Job specifications:

1. Minimum of 2-5 years’ experience
2. Prior experience in logistics or transportation may be preferred or required
3. Able to communicate in a professional manner telephonically and have proper email etiquette.
4. Active listening while remaining calm.
5. Must be a team player.
6. Must be able to work in a high-pressure environment.
7. Computer literate (Proficient in Microsoft Office)
8. Proficiency in English.
9. Have own transport.
10. Grade 12 certificate.
11. Excellent organization, analytical, and communication skills

Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.

The successful applicant will be responsible for but not limited to the following job functions:

• Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved.
• Servicing our members in a customer-centric way to ensure that we live by our service principles.
• Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in the supply chain.
• Maintaining the customer relationship database and logging call details as per procedure in order to address queries.
• Achieving and exceeding key performance metrics relating to service delivery.

Working hours: The contact center operates on a 24/7 basis and shifts are rotational.

This is predominantly an office-based position in the CBD, Cape Town; however, we may offer a hybrid working solution. This position requires a candidate residing in Cape Town, fully Covid-19 vaccinated as per Policy, a high caliber track record of customer service, and availability for the assessments and interview process.

Competencies and Skills required:

• Delivering results and meeting customer expectations.
• Presenting and communicating information.
• Excellent verbal and written communication skills.
• Analyzing, writing, and reporting.
• Deciding and initiating action.
• Working with people.
• Following instructions and procedures.
• Time management.

Education and experience required:

• Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales.
• Matric (Compulsory).
• The Business Writing Skill (Advantageous).
• Clear Credit & Criminal Record.
• Must be a South African Citizen.
• Available immediately / 2 weeks notice.
• Fiber at home compulsory to accommodate potentially working from home when required.

Salary: R 9500 PER MONTH

Business Process Outsourcing (BPO), Computer Consulting, Customer Services

• Respond to customer questions regarding products, services, order status, and account information via email, or chat.


• Assist customers in placing, modifying, or cancelling orders and ensure accurate entry of order details.


• Handle customer complaints about issues like damaged items, incorrect orders, or delivery delays, aiming to provide a satisfactory resolution.


• Offer detailed information about products, including specifications, availability, and pricing, to help customers make informed decisions.


• Assist customers in tracking their orders, updating them on estimated delivery times, and resolving any issues with delivery.


• Guide customers through the return and refund process, ensuring company policies are followed and that customers receive timely updates.


• Identify opportunities to recommend additional or alternative products that may suit the customers needs.


• Record customer feedback and complaints to share with the relevant departments, helping the company improve its products and services.


• Ensure compliance with company policies, procedures, and quality standards during all customer interactions.


• Work closely with teams like logistics, inventory, and marketing to resolve customer issues and ensure seamless service delivery.

Key Responsibilities:

Provide high-quality customer service in a professional, timely, and tactful manner
Handle customer enquiries and complaints, ensuring they are resolved to the highest standard
Maintain effective communication with team members to ensure smooth daily operations
Support client onboarding processes by performing eKYC checks and collaborating closely with
internal departments
Share knowledge and best practices with team members to promote consistency and service
excellence
Perform ad-hoc tasks and duties as assigned by the Team Leader

Requirements:

Tertiary education, associate degree holder or equivalent in Business Administration, Business
Management, or related field
Fluent in English
Microsoft Office skills
Excellent interpersonal and communication skills
Strong attention to detail and accuracy
Positive attitude with a strong desire to deliver results
Team player with a strong sense of responsibility
Prior customer service experience in the finance industry is a definite advantage
Immediate availability or short notice is preferred