Role Description As a Remote Travel Client Care Specialist, you will be an essential part of our team, guiding clients through every stage of their journey, from the moment they plan their trip to their safe return home. Your role is to ensure a seamless, stress-free experience by assisting with travel arrangements, answering questions, managing updates, and resolving any challenges with professionalism and care. Key Responsibilities - Respond to client inquiries across various channels (email, phone, messaging) in a timely and professional manner. - Support clients with booking modifications, cancellations, and special travel requests. - Provide accurate and up-to-date information regarding destinations, travel documentation, and agency processes. - Follow up with clients to confirm travel plans and gather feedback post-trip. - Address concerns with empathy and efficiency, ensuring client satisfaction. Qualifications - Excellent communication skills—both written and verbal. - A background in customer service, ideally within travel, tourism, or hospitality. - High attention to detail, strong organizational habits, and a proactive mindset. - Tech-savvy and able to learn new systems and booking tools quickly. - A genuine enthusiasm for travel and helping others create memorable experiences. Benefits - Remote flexibility – work from anywhere, with hours that fit your lifestyle. - Exclusive travel perks and access to industry-only discounts. - Professional growth – ongoing training and support from a dedicated team. - Be part of a passionate community focused on building dreams and memories through travel. Company Description At Exciting Travel Now Travel Agency USA, based in Illinois, we pride ourselves on delivering personalized, high-quality service to travelers across the country.

• Facilitate the EDI pre-implementation process for TrueCommerce customers • Serve as the primary point of contact for the customer during the pre-implementation process. • Capable of working on multiple projects and with multiple clients and/or partners. • Complete pre-implementation tasks and coordinate activities with the customer, trading partners and other TrueCommerce team members. • Identify and communicate issues and escalate to Manager and/or appropriate parties. • Gather, review and validate all required customer, trading partner and retailer data to ensure it is complete and accurate before handover to the implementation teams. • Complete internal intake tasks, including logging new projects, setting up records and populating the relevant fields in the TrueCommerce systems and tools. • Request, chase and collect outstanding information from clients, trading partners and 3rd party IT consultants to keep the pre-implementation process moving. • Verify data against TrueCommerce requirements and standards, identifying any gaps, discrepancies or errors prior to handover. • Maintain accurate and up-to-date records of gathered data and intake activity to provide a clear audit trail and support follow-on teams. • Work cross-functionally to ensure client satisfaction • Responsible for working with internal and external resources to drive the successful completion of pre-implementation milestones ahead of handover. • Prioritize tasks to meet customer expectations. • Works directly with Implementation Specialists, Mapping Specialists and other resources to ensure all pre-implementation data gathering and validation is complete and accurate before projects are handed over. • Recognise and document issues or concerns uncovered during the pre-implementation process in order to prevent future problems from re-occurring and to support a smooth handover. • Provide timely project status updates and reporting • Provide timely updates on the pre-implementation status of all assigned projects and tasks to the Manager, Project Manager or other appropriate parties. • Keep pre-implementation tasks, data and other key information up-to-date in the TrueCommerce PSA tools to give follow-on teams full visibility at handover.

• Work with Head of Stock Plan Services to develop policies and procedures for product implementation and support • Develop and maintain client implementation project timelines and workplans • Provide oversight, task assignment, and prioritization to Implementation team members • Build and deliver new client communications for the implementation and go-live processes • Lead new client implementation meetings • Oversee checklists and documentation for new client implementation processes • Transition new clients from implementation to support • Communicate new client onboarding to EASY Plan Setup team at Empower for new client onboarding and EASY-SPS SSO setup • Lead coordination and communication with third-party brokers and third-party administrators for shared client implementation and go-lives • Conduct implementation surveys

• Install, repair, maintain, and upgrade ATMs and related self-service devices to meet customer and business requirements. • Diagnose and troubleshoot hardware and system issues using established procedures and customer-provided information. • Manage customer incidents from initial assignment through resolution, ensuring compliance with defined SLAs. • Maintain accurate electronic service records, call notes, equipment activity reports, and inventory transactions through approved mobile applications. • Build and maintain positive customer relationships by providing timely updates, resolving concerns, and escalating issues when necessary. • Perform multi-vendor maintenance, equipment modifications, certifications, and business-required technical training. • Travel extensively within South Africa to support service calls, installations, preventive maintenance, and emergency repairs. • Participate in on-call rotations, weekend shifts, public holiday support, and standby schedules as required by business needs.