Job Description

Vacancy: AfriCamps Public Relations and Customer Support Officer

Company Description

AfriCamps Boutique Glamping offers self-catering glamping experiences to guests at 17 locations across South Africa. We pride ourselves in providing guests with a connection to nature, and an immersive outdoor experience without compromising on comfort. Our boutique glamping sites feature beautifully designed tents, top-notch amenities, and stunning surroundings, making AfriCamps the preferred choice for those seeking a harmonious blend between comfort, nature, and adventure.

AfriCamps Boutique Glamping was founded in 2014 and our head office is based in Parklands, Cape Town. We run our marketing, reservations, maintenance and factory departments from the head office.

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We are seeking a dynamic and creative Public Relations (PR) and Customer Support Officer to join our marketing team. The PR and Customer Support Officer plays a crucial role in managing the company's reputation and brand image, ensuring customer satisfaction, and fostering positive relationships with both the public and guests. Effective communication, problem-solving skills, and a customer-centric approach are essential for success in this role. The ideal candidate will be passionate about people, the travel and hospitality industry, and have a keen eye for detail.

The role will include both administrative and creative duties that will assist the team in achieving marketing goals in a fast-paced environment.

Location:Position is based at our head office in Parklands, Cape Town.

Duration:Permanent position.

Salary:Industry-related

Responsibilities include but are not limited to:

Public Relations (PR):

Image Management: Develop and maintain a positive public image for the company. Ensuring a unified tone and personality is communicated to customers from all departments in the company.

Media Relations: Interact with media outlets, respond to inquiries, and coordinate press releases in collaboration with the marketing team.

Crisis Communication: Handle communication during crises or negative situations to protect the company's reputation. Develop and implement plans for company staff members to handle emergency situations and communicate effectively with customers during crises.

Customer Support:

Customer Inquiries: Respond to customer inquiries through various channels, including phone, email, booking platforms, WhatsApp, and social media.

Review Management: Respond to customer reviews and complaints promptly and efficiently on a variety of online platforms including booking platforms, direct email and post-stay surveys.

Feedback Collection: Gather and analyse customer feedback to identify areas for improvement and provide insights to other departments.

Information Provision: Provide information about accommodations, facilities, and local attractions to potential and current guests as needed. This can be telephonically or online.

Communication and Copy Writing:

Content Creation: Develop engaging content for various channels, such as newsletters, social media, website, app and booking system.

Campaign Content: Develop content for marketing campaigns, promotions, and competitions in collaboration with the marketing team.

Radio and Print advertising: Creating compelling copy for radio and print projects.

Social Media: Assist in management of social media accounts by engaging with customers, and addressing queries.

Website Management: Possess an understanding of website management, ensuring content is up-to-date and user-friendly.

Editorial tasks: Proofreading and fact-checking of online and offline external publications.

Collaboration

Interdepartmental Coordination: Collaborate with other departments, such as marketing, sales, and operations, to ensure a unified approach to customer service and PR efforts.

Customer Service Training: Provide training to head office staff on customer service best practices and the company's PR guidelines.

Partnership Building: Identify and build relationships with local businesses, tourism boards, and other relevant entities to enhance the company's presence.

Trend Analysis:

Monitor industry trends, customer preferences, and competitor activities to stay informed and make strategic recommendations.

Documentation:

Keep accurate records of customer interactions, feedback, and PR activities for future reference and analysis.

If you are passionate about people, have a love for the outdoors, and want to be part of a growing and innovative company, we invite you to apply for the PR and Customer Service Officer position at AfriCamps Boutique Glamping. Join us in creating unforgettable experiences for our guests and contributing to the success of our unique glamping brand.

Applications:

Please send your CV and cover letter to by 27 February 2024. If your application is shortlisted, you will receive a short assignment. If you have not heard back from us by 8 March, please consider your application to be unsuccessful.

Area of study:A relevant qualification in marketing, PR or communications is required

Previous experience: A minimum of two years work experience is required for this role. Knowledge of the travel and hospitality industry is a plus.

Proficiencies

-Familiarity with tools and platforms like WordPress, Google Suite, MS Office

-Familiarity with social media platforms like Facebook, Instagram, TikTok, Twitter and newsletter platforms like Brevo, and being adaptable to working with new platforms

Soft Skills

-excellent English verbal and written communication skills

-excellent organisational and time-management skills

-active listening to understand customer needs

-analytical thinking to identify issues and find effective solutions

-a professional, collaborative work ethic and positive attitude

-adaptable in a fast-changing environment

-cultural awareness and sensitivity to cultural differences, especially when dealing with a diverse customer base

-ability to adapt communication styles to different audiences

-a strong desire to learn

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