Executive - Operations (South Africa)

Customer Service Representative, Location: Johannesburg, South Africa (Travel Industry)

TBO - (www.tbo.com)

TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.

The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.

Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.

TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our-long lasting trusted relationships.
• We stand by our eco system of suppliers and buyers to service the end customer
• An open & informal start-up environment which cares.

What TBO offers to a Life Traveler in You:

• Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.
• Challenge Yourself to do something path breaking.
• Be Empowered. The only thing to stop you will be your imagination.
• Post pandemic: travel space is likely to see significant growth.
• Witness and shape this space. It will be one exciting journey.
• As a fastest growing B2B platform our priority is purpose-building scalable systems.
• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
• Fast response to the evolving regulatory environment and helping to meet the firm's regulatory commitments by addressing internal and external commitments.

Top Sights During Your Role Stay (Key Expectations):

• Assist partner on our product and services promptly via multiple channels (Phone, CRM, live chat, and email)
• Manage and resolve issues and complaints with high quality resolution.
• Document and classify customer interactions and issues accurately in the appropriate systems.
• To ensure that performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met.
• Report on emerging and recurring issues promptly
• Adhere to internal processes and policies when interacting with customers.
• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Triage case escalations and engage with our partner on phone and email.
• Provide high quality resolution and service recovery.
• Demonstrate ownership of issues and collaborate actively with various teams for timely resolution.
• Document case details accurately and track issues promptly
• Keep customers and stakeholders updated on case progress.
• Build firm knowledge on product, processes, and policies.
• Participate in VOC’s and provide feedback on customer experience.
• Share information and knowledge with team members through clear documentation and reports
• Contribute actively to meetings and discussions to improve operation efficiency.

Do You Have What is Takes :(Must Haves)

• Have at least 2 years of experience in hotel operations support
• Resolve conflicts and manage negotiations with tact and diplomacy.
• Manage time efficiently to deal with multiple type of tasks.
• Resourceful and thrive on challenges.
• Self-starter and comfortable with ambiguity
• Work proactively with manager to meet targets and goals.
• Able to work shifts that span weekends and public holidays.