Customer Service Representative

CareerLink Africa is proud to present an exciting opportunity for a Customer Service Representative at a renowned company in the tourism industry, based in Mombasa, Kenya. As a key member of the customer care team, you will be responsible for delivering exceptional service to clients throughout their journey, ensuring seamless arrival and departure experiences. With operations in Kenya, South Africa, and other East African countries, this company is committed to world-class service delivery with integrity.

Why Join CareerLink Africa

By joining this dynamic team, you will have the chance to work with a company that values quality and talented professionals, contributing to the success of the organization. With a strong focus on customer satisfaction, you will be part of a team that strives to provide exceptional service standards, making a positive impact on clients' experiences.

What You'll Do

In this role, you will be the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards.

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels, providing accurate information regarding itineraries, accommodation, and travel arrangements.
• Conduct guest briefings and support clients throughout their journey, addressing concerns and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback, ensuring seamless communication with internal departments.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, staying up-to-date with relevant changes or developments in partner hotels or airport procedures.
• Support the operations team in delivering exceptional guest experiences throughout the travel journey, ensuring departmental smoothness and efficiency.

What We're Looking For

To be successful in this role, you will need to possess a strong passion for customer service, excellent communication skills, and the ability to work flexibly in a fast-paced environment.

• A Diploma in Tour Operations, Hospitality, or Customer Care, with a minimum of 2 years' experience in customer service within the tourism or hospitality industry.
• Fluency in English, combined with proficiency in German & Italian or French/German, is mandatory.
• Strong communication, problem-solving, and interpersonal skills, with high attention to detail and strong organizational ability.
• Computer literacy with knowledge of Excel and Tourplan is an added advantage, and flexibility to work shifts and irregular hours when required is essential.

Perks & Benefits

As a valued member of the team, you will have the opportunity to work with a dynamic and growing company, with the potential for professional growth and development. With a strong focus on work-life balance, you will also have the chance to work in a flexible and supportive environment.

We invite qualified and passionate candidates to apply for this exciting opportunity through our platform, and be part of a team that is committed to delivering world-class service with integrity.