B2C Sales & Operations Agent

B2C Sales & Operations Agent Expat Explore — South Africa Outbound Sales Department Department South Africa Outbound Sales (New Department) Reports to GM / Country Manager, Southern Africa Location South Africa (specify office / hybrid / remote as applicable) Employment type Full-time, permanent About the role Travel Chasers (previously known as Expat Explore) is launching a brand new outbound sales department dedicated to the South African source market — our first ever dedicated push to grow South African travellers on our European (& other) scheduled group tours. This is a founding-team opportunity: you won't be stepping into an established department with fixed processes, you'll be helping build one from the ground up, testing new ideas, and shaping how this side of the business runs. If you enjoy the energy of a start-up-style project inside an established, respected travel brand — where your input directly shapes strategy, not just execution — this is that opportunity. This is a hybrid, hands-on role at the centre of a new initiative: for the first time, we're experimenting with offering South African customers packaged extras — international flights, visa guidance, pre/post-tour nights, extensions, and transfers — together with seats on our scheduled group tours. You'll be one of the first people our SA customers speak to, handling enquiries across email, phone, WhatsApp, and live chat, and you'll play a direct role in quoting and booking flights and package components. Because this is new territory for the business, you'll help figure out, in real time, what works — the processes, the customer conversations, the upsell approach — rather than following an existing playbook. What you'll do Respond to incoming customer enquiries across email, phone, WhatsApp, and live chat from the new South African localised website. Identify enquiries that require flights, visas, or package add-ons, and manage the customisation process based on each customer's dates, departure city, budget, and preferences. Quote, hold & confirm / cancel international flights accurately & within tight turnaround windows Confidently upsell relevant package components — pre/post-tour nights, extensions, and transfers — as a natural part of customer conversations, not a hard sell. Process & track customer payments and documentation accurately and in line with airline and internal deadlines. Provide general customer service and administrative support across the sales and booking process. Feed front-line insights back to the team on what's working, what customers are asking for, and where processes need refining — directly shaping how this new offering evolves. What we're looking for Experience in travel sales, flight bookings/ticketing, or a similar FIT/travel consultant role - minimum 3 years. Comfortable working across multiple communication channels, switching between sales and service conversations, and managing travel operations / booking components. High attention to detail — especially around passport, personal information, and booking accuracy. Able to work efficiently under time pressure, particularly around flight quote validity windows. A natural, consultative approach to upselling — genuinely helping customers build the trip that suits them, while also understanding the commercial importance of add-ons & upsells. Comfortable with ambiguity and change — processes & resources may be tested and refined as the department learns what works & what is needed. Why this role Get in on the ground floor of a brand new product offering for Travel Chasers’ South African customers — you'll help define how it's sold and delivered. Variety built into the role: sales, customer service, admin, and operations, all in one seat. Real, visible impact — your day-to-day decisions and feedback will directly shape a department that's still being built. Join an established, respected international tour operator group with offices in London & Cape Town, over 21 yrs of experience, and approx. 200 staff, while getting the energy, pace, and experimentation of a start-up-style project.