Job Description

If you have a background in travel, tourism, or customer service, along with fluent spoken and written Dutch communication skills, we'd love to hear from you! This role is perfect for someone with attention to detail, and the ability to thrive in a fast-paced environment while maintaining high standards of communication and customer care.

Requirements:

Complaint resolution Skills are essential Fluent Dutch in both written and spoken Experience in Inbound and outbound, Chat and Back-office call centre experience Experience in the travel, tourism, or customer service industry will be advantageous High proficiency in verbal & written English and Sound interpersonal skills Proficiency in Microsoft (Word, Excel & Outlook) and Google platforms High attention to detail and accuracy Correspondence etiquette in email and back-office Exceptional administrative skills with sound planning, problem solving, organizing and time management skills, with sound follow-through after contact with customers Integrity and honesty in work completed in compliance with the company policies

Job-Related Knowledge/Competencies Required:

Knowledge of or interest in airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS Provide telephonic customer support, handle multiple queries, and de-escalate complaints as well as general queries in a professional manner, in line with set standards Adhere to sound written communication principles and maintain customer service standards that promote a positive image of the Company Escalate complaints/enquiries/information to relevant operational level if required Ensure complaints/questions are answered/resolved in a reasonable timeframe, follow-up on customer enquiries and complaints, if applicable address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards Ensure all captured information is accurate and complete Report incidents according to set guidelines related to data breaches and requests, fraud, and attempted/confirmed scam attempts Maintain quality control principles and recommend process improvements Demonstrate active listening skills to ensure customer's needs are understood Resolve customer problems by clarifying the customers complaints, determining the cause of problems, and explaining the best solution to the problem or seeking guidance on the best solution to the problem Respond promptly to customer inquiries by understanding the product and applying the appropriate process Maintain a positive, empathetic and professional attitude toward customers at all times Take ownership of complaints and working them through to completion Showing a higher attention to detail with escalations/complaints Collaborate with colleagues to achieve the best possible outcome for the customer whilst liaising with the Client & Suppliers. Demonstrate expert knowledge of the product to ensure maximum efficacy

Skill:

Resolve queries and display key independence and proactiveness in decision-making. Prioritise and manage workflow. Multi-task and cope with high work volumes Analyse, validate and interpret information. Resolve conflict situations amicably whilst finding effective solutions for customers (i.e., businesses) Team player and be able to work in an open plan environment. Work under pressure to meet performance KPIs and client service level agreements. Effective negotiation and persuasion skills Effectively share knowledge and expertise with customers and staff Be agile and adapt to change in a fast-paced environment Ability to communicate at all levels.

Behaviours/Personal Qualities:

Customer focused with a passion for complaints handling Accountable whilst acting fairly and proportionately Professional, respectful, confident and resilient Extremely patient, empathetic and compassionate Culturally aware and sensitive to others Maintain composure under pressure/ difficult circumstances
Job Type: Permanent

Pay: R30000,00 - R38000,00 per month

Ability to commute/relocate:

Cape Town, Western Cape 8001: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):

Are you able to start training by 2nd February 2026, if successful? What is your current notice period What is your salary expectation? (medical aid and provident/pension fund are not offered) What Dutch Dialect do you speak?
Language:

Dutch (Required)
Location:

Cape Town, Western Cape 8001 (Preferred)
Work Location: In person