CUSTOMER SERVICE REPRESENTATIVE (3 POSITIONS)

About Our Client
Our client is a leading inbound destination management company in Africa, with an established presence and "Boots on the Ground" in Kenya, Tanzania, Uganda, Rwanda, Botswana, Namibia, and South Africa. Renowned for delivering exceptional travel experiences, the company specializes in personalized travel solutions, including private guided tours, FIT arrangements, group travel, and MICE services. Supported by experienced travel professionals, robust operational systems, and strong business partnerships, our client is committed to providing authentic African travel experiences while maintaining the highest standards of service excellence.
Our client is seeking to recruit highly motivated, professional, and service-oriented individuals to join its operations team. The successful candidates will contribute to delivering seamless guest experiences while upholding the organization's commitment to excellence in tourism and hospitality.
Position Summary
The Customer Service Representative (CSR) serves as the first point of contact for guests, ensuring a seamless arrival and departure experience while maintaining exceptional customer service standards. The role involves supporting clients throughout their travel journey, coordinating with internal teams and external partners, and ensuring efficient day-to-day operations that enhance guest satisfaction.

Key Responsibilities

• Meet and assist guests at designated locations, including airports, SGR terminals, and hotels.


• Conduct guest briefings and provide accurate information on itineraries, accommodation, and travel arrangements.


• Assist guests with travel documentation, tickets, and other travel materials before arrival and throughout their stay.


• Respond promptly and professionally to guest concerns, including lost luggage, travel disruptions, and operational issues.


• Prepare and maintain daily operational reports covering arrivals, departures, guest feedback, and incidents.


• Be available to work assigned shifts, including irregular hours, weekends, and public holidays where required.


• Support the Resident Manager in ensuring smooth and efficient departmental operations.


• Develop and maintain strong working relationships with hotels, airlines, suppliers, and internal departments.


• Keep abreast of changes affecting partner hotels, airports, airline procedures, and other operational developments, and communicate relevant updates to the supervisor.


• Support the operations team in delivering exceptional and seamless guest experiences throughout the travel journey.

Minimum Qualifications and Experience

• Diploma in Tour Operations, Hospitality Management, Customer Care, or a related field.


• Fluency in English is required, together with either:




• German and Italian language proficiency; or


• French and German language proficiency.




• A minimum of two (2) years' experience in customer service within the tourism or hospitality industry.


• Excellent communication, interpersonal, and problem-solving skills.


• Strong organizational skills with keen attention to detail.


• Computer proficiency, including Microsoft Excel; knowledge of Tourplan will be an added advantage.


• Flexibility to work shifts and irregular hours as required.