• Ensure that all complaints have been acknowledged timeously
  • Ensure all complaints are translated and distributed to the relevant team managers
  • Ensure relevant complaints are sent to the suppliers
  • Ensure deadlines are mentioned to be able to adhere to the company’s timelines
  • Ensure that deadlines are adhered to
  • Compiling complaint statistics and analysis as per requirements and standards
  • Feedback on complaints to the team and line manager to improve guide briefings, guide communication,  series itineraries and logistics on series
  • Ensure effective communication with Tour Consultants and Director Key Accounts
  • Professional communication within the statements to the overseas complaints division via email
  • Preparing self-drive template itineraries for all self-drives in WETU as per requirement from Germany for the required season
  • Keeping self-drive travel documentation updated and relevant as per requirement from Germany
  • Preparing self-drive documents 6 weeks prior to travel for the guests for season
  • Full understanding and follow-through of all divisional procedures and policies.
  • Submit timeous reports as requested and adhere to deadlines
  • Maintain complete confidentiality with all company intellectual capital
  • Ensure that all documentation has been filed and that files are updated


  • Matric / Grade 12
  • Travel & Tourism qualification would be preferable


  • Customer Service experience


  • Fluent in German Speaking and Writing
  • Knowledge of German/ European Travel law would be an advantage
  • Good Tourism industry knowledge


Sandton, Johannesburg


The salary for this position is competitive and dependent on relevant experience.

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