Travel Experience Specialist - Remote

About Viatu:

Be part of shaping the next-gen travel platform that lets travellers design and book their next adventure of a lifetime. Viatu simplifies the booking experience for itinerary-based travel. As a young and ambitious startup, our mission is to make sustainable travel accessible to all. For us, travel is a force for positive impact and should leave the place better than it was found. We are a remote and diverse team of travel experts, tech hotshots, design pros, savvy scientists, and nature lovers representing over ten nationalities.

Role:

• We seek a full-time Travel Experience Designer to join our Customer Experience team.
• As an ideal candidate, you are based in Cape Town, customer-focused, service-oriented, and have recently graduated from university.
• You have vast destination knowledge of southern and east Africa and the ability to enhance and enrich tailor-made trips designed by our sales teams to make our travellers wildest dreams come true.
• You assume accountability for the logistical ins and outs of our client s trips – you document all crucial information and make yourself available for any urgent assistance needed during their trip.

Key Duties and Responsibilities:

Your role and responsibilities will include but not be limited to:

• You realise and enrich compelling tailor-made trips inspired by our customers dreams
• You actively engage with our customers from the moment they book, including while they are travelling, and after their trip
• You manage the post-booking process with the help of our internal tools
• You help travellers navigate seamlessly through their African adventure by providing special experiences, helping with their requests and reaching out proactively to ensure their satisfaction along the way
• You liaise with hotels and lodges to preempt and resolve issues or celebrate special occasions
• You collaborate with the product and marketing team to improve and expand the offering on our website
• You work closely with our sales and content team to create new blog posts and guides that help our customers during their travels
• You manage post-travel communication through automations, solicit reviews and entice travellers to recommend us or book again
• You manage and report back on your KPIs regularly and work continuously towards improving customer satisfaction

What you bring to Viatu:

• You have an incurable case of wanderlust, and a passion for travel, African wildlife, and people You have a soft spot for sustainability and care deeply about the environment and the people who live in it
• You are passionate about turning our customers dreams into reality, and understand this often requires you to be flexible and think on your feet You have a service mindset and can put yourself in the shoes of our customers
• You work meticulously with a high degree of autonomy
• You recently got a Bachelor degree in tourism, social science, marketing, economics or a related field
• You are an effective and engaging communicator
• You have travelled to one or more of our destinations extensively and are familiar with the places we offer to our clients

A big plus:

• Previous experience in a fast-paced startup
• Travel experience
• Deep product and destination knowledge of Namibia and South Africa
• Experience working with a modern CRM tracking your activity and working towards ambitious KPIs
• Working knowledge of Google Suite
• German proficiency

Benefits:

• Remote working position
• Experience a thriving startup culture and work with industry experts, former Googlers and Booking.com engineers
• Access attractive travel incentives at reduced rates for yourself and your family
• Be part of an ambitious international team that collaborates and thrives in a fully remote and vibrant environment Compensation Industry-related salary - South Africa based

Reporting:

• You will report to our Head of Product Contract

Type:

• Full-time

• You have an incurable case of wanderlust, and a passion for travel, African wildlife, and people
• You have a soft spot for sustainability and care deeply about the environment and the people who live in it
• You are passionate about turning our customers dreams into reality, and understand this often requires you to be flexible and think on your feet
• You have a service mindset and can put yourself in the shoes of our customers
• You work meticulously with a high degree of autonomy
• You recently got a Bachelor degree in tourism, social science, marketing, economics or a related field
• You are an effective and engaging communicator
• You have travelled to one or more of our destinations extensively and are familiar with the places we offer to our clients