Operations Specialist for Europe Express | Hybrid CT

About Us:

Europe Express was established in 1990 and has since become a leading provider of high-quality, custom travel experiences to Europe for our North American clients. We specialize in serving both private group and FIT leisure markets, working exclusively with travel advisors to ensure flawless travel arrangements, from air and rail to hotels and sightseeing tours.

Europe Express is proud to be part of the Travelopia group, a world-class travel organization that offers customers a diverse range of unique travel experiences. As the European office for the American-based tour operator, Europe Express, we are driven by our ambition to deliver exceptional service and unforgettable journeys. With our headquarters in the UK and a global presence, including offices and marine bases worldwide, we are committed to providing our clients with world-class travel solutions.

The Opportunity:

The Operations Specialist is responsible for processing reservations after conversion, confirming services, working closely with hotels, sightseeing suppliers, transfer companies, and issuing travel documents. The position also involves assisting passengers with any travel issues while they are in Europe.

What You Will Be Doing:

• Provide excellent customer service, support, and information to all company personnel and
• customers
• Accurately quote, confirm, and issue rail tickets and reservations using different systems
• Assist with training staff
• Accurately process requests and confirmations for hotels, transfers, sightseeing, and cars while following company policies and procedures
• Assist supervisors and managers with customer service emails, research, follow-up, and calls
• Ability to make independent decisions with customers and coworkers while maintaining our customer service standards and financial profitability
• Support reservation staff
• Maintain ongoing communication with supervisor or manager about procedures and problems and offer suggestions for resolutions
• Timely response to all co-workers and customers; following through with resolution
• Process email correspondence
• Quality control of customer itinerary and final documentation to clients
• Process and ship travel documents
• Participate in the emergency duty rotation, which includes being on-call during local festivities and/or night shift 2-3 times per year
• Other tasks assigned by the Supervisor or Manager

What We Are Looking For:

• Minimum education requires a high school diploma
• Proficient in written and spoken English (additional language skills such as Italian, French, and German are an advantage)
• Ability to work well independently and as part of a team
• Good time management and ability to multitask
• Courteous and professional telephone manner
• Passionate about providing excellent customer experience
• Proven track record to work under pressure and meet deadlines
• Proficient in MS Office, including MS Excel, MS Word, Outlook
• Proficiency in Amadeus and Rail Europe ERA system a plus
• Capacity to work with computerized operations system
• Ability to communicate efficiently and effectively with individuals from a diverse set of backgrounds and cultures.
• Ability to use creative skills to suggest new service ideas
• Positive attitude and confident
• Negotiation skills

Working conditions:

• Monday – Friday, between the hours 08.00 am and 7.00 pm for an eight (8) hour day of work plus 1-hour unpaid lunch break. Saturday and Sunday: 1 weekend approx. every 4 weekends rotation
• This position is required to participate in the emergency duty rotation, which includes being on call during local festivities and/or night shift, 2-3 times per year
• This position is eligible for hybrid working in our office in Cape Town.

What we offer:

• Competitive salary
• Various employee discounts and offers
• Career progression opportunities