JOIN OUR TEAM

We are looking for a dedicated and customer-focused individual to join our team as a Customer Satisfaction Agent/Sales Support. This role is crucial in ensuring our clients have a seamless and enjoyable safari experience. You will be the primary point of contact for customer inquiries, issues, and feedback, playing a vital role in maintaining our high standards of service.

Key Responsibilities

1. Emergency Support -Be available 24/7 during customer travel.

2. Ground Inquiries -Manage bookings and verify payments on ground.

3. Complaint resolution -Collaborate on safari-related complaints with the relevant departments i.e. reservations and transport team.

4. Procedures and escalation -Follow established procedures for issue resolution and meet the customers for major issue resolution.

5. Refunds -Handle refunds to the customers as approved and directed.

Qualifications

1. Excellent knowledge of the tourism industry and current trends.

2. Knowledge of major safari destinations in Kenya.

3. Strong communication skills with proficiency in English.

4. Proficiency in speaking either French/Spanish is a must.

5. Critical thinker and problem solver.

6. At least 2 years of experience in a similar role.

7. Degree/Diploma in travel and tourism management, hospitality, or similar relevant education.

• Emergency Support -Be available 24/7 during customer travel.
• Ground Inquiries -Manage bookings and verify payments on ground.
• Complaint resolution -Collaborate on safari-related complaints with the relevant departments i.e. reservations and transport team.
• Procedures and escalation -Follow established procedures for issue resolution and meet the customers for major issue resolution.
• Refunds -Handle refunds to the customers as approved and directed.

• Proficiency in speaking either French/Spanish
• Critical thinking
• Problem-solving
• Strong communication skills

• Excellent knowledge of the tourism industry and current trends.
• Knowledge of major safari destinations in Kenya.
• Degree/Diploma in travel and tourism management, hospitality, or similar relevant education.