Overview
Contact Centre Direct Service TED Jobs in Gauteng, South Africa at Club Med
Title: Contact Centre Direct Service TED
Company: Club Med
Location: Gauteng, South Africa
About Club Med
Established in 1950, Club Med is the pioneer of premium all-inclusive holidays. We have been continuously innovating over the last 75 years and now offer close to 80 ski and sun resorts across Europe, Asia, Africa, America and the Caribbean as well as a ‘Club Med 2’ cruise ship. Club Med offers a new way of experiencing holidays in its upscale friendly and multicultural resorts.
Our success comes from the strong commitment to exceed customers’ expectations and deliver an unforgettable experience.
Our management model separates Resorts (Operations) from Markets (Sales). In this position, you will belong to the EMEA Markets Business Unit (BU), which handles sales to customers living in the zone to our Club Med Resorts worldwide. You will be based in our South African office.
Job Overview
Club Med is seeking a dynamic, results-oriented Contact Centre Direct Service TED (Travel Experience Designer) to join our vibrant call centre team located in Johannesburg, South Africa for our Northern Europe (UK, Ireland and Scandinavia) and South African Market.
As a Travel Service Agent at Club Med, you will be providing exceptional post-booking support to our customers. You will ensure that every interaction enhances the customer’s experience, offering tailored assistance and personalised service while ensuring a high level of customer service that reflects the high standards of Club Med.
Responsibilities Include But Are Not Limited To
- 1. Inbound and Outbound Contacts: Handle inbound calls and written communication from customers who have an existing Club Med booking, addressing their questions, concerns and special requests. Perform outbound calls to for instance follow up on enquiries, support modification, collect balance payment, answer their questions pre-stay and strengthen relationship with customers.
- 2. Call overflow handling: Support overflow from service queues for travel agents (indirect clients) by handling inbound calls and enquiries to maintain service levels; during peak periods, this may also include handling overflow sales calls
- 3. Client Support & Issue Resolution: Respond to queries related to travel details, accommodation, transportation, or resort services. Assist with booking modifications including for instance date or resort changes, guest information updates, or room upgrades. Facilitate payment over the phone and follow up on pending balances. Process cancellations in line with Club Med’s policies and provide clear information on refund or credit procedures.
- 4. Providing information: Be knowledgeable in all aspects of Club Med Terms & Conditions and Club Med resorts, including destinations, accommodation, activities, transport and pricing, to provide accurate information to customers and address their queries.
- 5. Meeting Targets: Aim to achieve or exceeding targets and goals given to you through effective customer service and sales techniques as well as relationship management.
- 6. Process Modifications: Assist customers with the modification process, ensuring all necessary information is collected accurately, internal sales tools are used correctly, processes followed and payments are processed efficiently.
- 7. Upselling: Proactively offer relevant additional services or amenities to customers, such as spa treatments, excursions, or room upgrades, to enhance customers’ holiday experience and increase revenue.
- 8. Customer Service: Provide excellent customer service at any stage in the booking process aligned with Club Med standards and terms and conditions.
- 9. Maintaining Records: Maintain accurate records of customers interactions, booking details, and sales transactions using company sales tools.
- 10. Continuous Learning and Improvement: Remain updated on terms and conditions, and procedures related to Club Med resorts, sales techniques and tools. Identify opportunities for booking modification process improvements and provide feedback for optimization.
Experience
- Solid knowledge of the travel and tourism industry
- Experience in a similar position and sector
- Mastery of customer service and sales skills
- Familiarity with ski travel is advantageous
- Knowledge of Amadeus is also beneficial
Languages
Fluency in spoken and written English is mandatory.
Benefits
- 13th Cheques are payable in December each year.
- 20 days leave per annum + 1 additional day per year of seniority, capped at 23 days per year
- R3000 per month medical aid contribution (provided that proof of membership & monthly contribution has been provided to the company)
- 7.5% company contribution to the Allan Gray Retirement Fund (provided that the employee contributes at least R100.00 per month to the fund)
Why You Should Join Us
At Club Med we have 5 values: kindness, multiculturalism, responsibility, freedom and pioneering spirit. Like all G.O.'s and G.E.'s (stands for club Med Employees) around the world, we also share the Club Med spirit: being professional and festive, a unique state of mind and a lifestyle that unites all our team members.
The Club Med spirit is about accomplishment while living a unique experience.
If you are open-minded, a team player, and have an entrepreneurial spirit, you should apply!
Job Type: Permanent
Location: Johannesburg
Starting date: 15/06/2026
