Contact Centre Indirect Service TED

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,Americaand the Caribbean as well as a ‘Club Med 2’ cruise ship. Club Med offers a new way of experiencing holidays in itsupscalefriendly and multicultural resorts. 

Our success comes from the strong commitment toexceedcustomers’ expectations anddeliveran 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.

JobOverview:

Club Med isseekinga dynamic, results-oriented Contact Center Indirect Service TED (Travel Experience Designer) to join our vibrant callcentreteamlocatedinJohannesburg, South Africa for our Northern Europe (UK, Ireland, Scandinavia) and South African Markets.
As aTravelService Agentat Club Med(indirect team), you will be providing exceptional post-booking support to ourtravel agents. You will ensure that every interaction enhances thetravel agent and endcustomer’s experience, offering tailoredassistanceand personalised servicewhile ensuringa high levelof customer servicethat reflects thehigh standardsof Club Med.

Responsibilitiesinclude but not limited to:

• 1.Inboundand Outbound Contacts:Handle inbound calls and written communication fromtravel agentswhohave an existing Club Med booking, addressing their questions,concernsand special requests.Performoutbound calls to,for instance,follow up on enquiries, support modification, collect balance paymentand strengthenrelationshipwithtravel agents.

• 2. Call overflow handling:Support overflow from service queues for direct clients by handling inbound calls and enquiries tomaintainservice levels; during peak periods, this may also include handling overflow sales calls.

• 3.Travel Agent Support & Issue Resolution: Respond to queries related to travel details, accommodation, transportation, or resort services.Assistwith booking modifications includingfor instancedate or resort changes, guest information updates, or room upgrades.Process cancellations in line with Club Med’s policies and provide clear information onterms & conditions.Encourage andaccompanytravel agents in using their dedicated online platform “Club Med Travel Agent” portal to increase selfcare. 

• 4.Providing information:Be knowledgeable in all aspects of Club Med Terms & Conditions and Club Med resorts, including destinations,accommodation, activities,transportand pricing, to provideaccurateinformation totravel agentsand address their queries.  

• 5.Meeting Targets:Aim to achieveorexceedtargetsand goals given to youthrough effectivecustomer serviceand salestechniques as well asrelationship management. 

• 6.ProcessModifications:Assisttravel agents with themodificationprocess, ensuring all necessary information is collected accurately, internal sales tools are used correctly,processesfollowedand payments are processed efficiently.

• 7. Upselling:Proactively offer relevantadditionalservices or amenities totravel agents, such as spa treatments, excursions, or room upgrades, to enhancetheendcustomers’ 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.MaintainingRecords:Maintainaccuraterecords ofcustomersinteractions, booking details, and sales transactions using company sales tools.

• 10.Continuous Learning and Improvement:Remain updatedon terms and conditions, and procedures related to Club Med resorts, salestechniquesand tools.Identifyopportunities for booking modificationprocess improvements and provide feedback for optimization

The Club Med spirit is about accomplishment while living a unique experience.

If you areopen-minded, a team player, andhave anentrepreneurial spirit, you should apply!

Job Type:Permanent

Location: Johannesburg

Starting date: 15/06/2026