Customer Service - Support Consultant

LekkeSlaap is South Africa’s leading accommodation booking app known for its user-friendliness, exceptional customer experience, and extensive local accommodation options. Owned by Tripco, a travel technology company based in Cape Town, LekkeSlaap is committed to innovation, best-in-class customer service and setting new standards in travel technology.

As a Properties Support Consultant, you will be the backbone of our Properties team, providing top-notch assistance to our growing network of hosts. In a fast-paced, target-driven environment, you'll be responsible for maintaining positive relationships, ensuring that our hosts are equipped with the right tools and knowledge to succeed on our accommodation bookings platform.

The ideal candidate is someone who possesses excellent communication skills, a customer-centric mindset, and a strong understanding of property management. If you have a passion for helping others and a desire to make an impactful contribution to our team, we encourage you to apply!

Responsibilities

• Act as the primary point of contact for 33,000+ properties, addressing their queries and providing expert guidance, ensuring smooth operations and an exceptional experience.
• Maintain up-to-date knowledge of LekkeSlaap’s products and policies to support property owners effectively.
• Provide training and resources to property owners on how to manage their listings efficiently, including uploading and updating information on their profiles.
• Collaborate with the Sales and Marketing teams to promote new opportunities and enhance property visibility.
• Problem-solve issues and challenges that property owners may encounter, ensuring timely resolution.
• Ensure completion of tasks, projects, and targets with efficiency and professionalism.
• Build strong relationships with hosts and internal teams.
• Achieve performance targets while maintaining high customer satisfaction.
• Document and track all interactions with property owners in the system for continual service improvement.
• Monitor host performance and provide feedback and insights to assist in improving services and processes.
• Participate in ongoing training sessions to remain informed on industry trends and best practices.

Requirements:
• Experience in customer service is preferred.
• Strong understanding of the accommodation and hospitality industry.
• Excellent communication skills (both verbal and written) in Afrikaans and English.
• Proven ability to build and maintain relationships with diverse stakeholders.
• Strong analytical and problem-solving abilities with a focus on customer satisfaction.
• Experience with CRM systems and software tools is advantageous.
• Detail-oriented with excellent organisational skills to manage multiple inquiries efficiently.
• Ability to work collaboratively as part of a team while also demonstrating initiative and independence.
• Adaptability to a fast-paced environment and willingness to learn and grow.
• Positive attitude and strong work ethic; dedication to exceeding customer expectations.
• Reliable transportation for attending on-site matters as required.

Benefits:
• Modern offices based at the V&A Waterfront
• Travel vouchers and exclusive discounts
• FeelBetterFast: Employer-funded pharmacy visits
• Pension fund contributions
• Generous leave package
• Additional half-day off every month
• Monthly team events and more!

Salary:

• Basic Salary: R15 000 / month
• Capped performance-based incentives

We are committed to creating a diverse and inclusive workplace and encourage applications from all suitably qualified candidates, including persons with disabilities.