About the role

Cape Town Luxury Escapes is seeking a polished, organised, and enthusiastic Customer Service Representative to join our team. In this role, you will act as the first point of contact for our high-net-worth clientele, ensuring a seamless journey from the initial inquiry to their arrival. You will blend administrative precision with high-touch hospitality to curate unforgettable experiences.

Key Responsibilities

1. Lead Management & Sales Support

• Inbound Response: Manage the Chat Desk and CRM, responding promptly to all inbound leads with professionalism and warmth.
• Property Selection: Utilise our stock platform to curate a selection of luxury properties that match the client’s specific requirements and send bespoke proposals.
• Lead Qualification: Answer all preliminary questions, gauge client needs, and effectively hand over qualified leads to the Sales Team once they are ready to finalise a booking.
• Product Knowledge: Demonstrate expert knowledge of our portfolio, effectively conveying the unique features of our best properties to clients.

2. Guest Experience & Concierge

• Concierge Services: Act as a personal concierge, communicating with suppliers to arrange restaurant bookings, tours, private chefs, and transport.
• Check-In Operations: Prepare comprehensive check-in briefs and curate luxury welcome boxes/gifts for arriving guests.
• On-Site Welcome: Personally attend guest check-ins to ensure a warm welcome and smooth handover of the property.
• Issue Resolution: Handle all customer inquiries and complaints with diplomacy and efficiency, ensuring solutions are found quickly to maintain guest satisfaction.

3. Administration

• Data Integrity: Maintain accurate and detailed records of all sales activities, guest preferences, and interactions within the CRM software.

Requirements & Qualifications

• Experience: Minimum 2 years in luxury hospitality, concierge services, or high-end customer support.
• Local Knowledge: Deep understanding of Cape Town’s geography, top restaurants, and tourist attractions.
• Tech Savvy: Proficiency in CRM software and ability to learn internal stock platforms quickly.
• Communication: Exceptional verbal and written English skills; ability to communicate via chat, email, and phone with a professional tone.
• Mobility: Valid Driver’s License and own transport (essential for attending check-ins).
• Attributes: High emotional intelligence, attention to detail, and the ability to remain calm under pressure.

To Apply: Please send your CV to careers@luxuryescapes.capetown and a brief cover letter detailing your favourite hidden gem in Cape Town and the last book you read.