Our Client is the premier inbound destination management company in Africa, with established homes and ‘Boots on the Ground’ in Kenya, Tanzania, Uganda, Rwanda, Botswana, Namibia, and South Africa. With a dedicated team of travel consultants specializing in offering clients personalized services and exceptional products, including private guided tours, FIT arrangements, group travel experiences, and MICE products. Our client prides themselves on building strong human-to-human business partnerships, supported by robust systems and processes, and providing expert insights into unique tour and safari destinations at competitive prices.

We are seeking to recruit highly motivated, professional, and service-oriented individuals to join our operations team. We are committed to delivering exceptional travel experiences and are looking for candidates who share our passion for excellence in tourism and hospitality

Role Overview

The Customer Service Representative (CSR) serves as the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards. The role involves assisting clients throughout their journey, coordinating with internal departments, and supporting operational efficiency to enhance overall guest satisfaction.

Responsibilities or duties

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels.
• Conduct guest briefings and provide accurate information regarding itineraries, accommodations, and travel arrangements.
• Assist clients with documentation, tickets, and travel materials prior to arrival and during their stay.
• Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
• Be available and respond to duty throughout assigned shifts, including during irregular hours.
• Support the JKIA Office Manager in ensuring departmental smoothness and efficiency.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, and be hands-on on relevant changes or developments in partner hotels or airport procedures to apprise the supervisor accordingly.
• Support the operations team in delivering seamless guest experiences throughout the travel journey.

Qualifications or requirements

• Diploma in Tour Operations, Hospitality, or Customer Care.
• Fluency in English plus German and/or Italian language proficiency is mandatory.
• Strong communication, problem-solving, and interpersonal skills.
• High attention to detail and strong organizational ability.
• Computer literacy with knowledge of Excel and Tourplan is an added advantage.
• Flexibility to work shifts and irregular hours when required.

Experience needed

• Minimum 2 years’ experience in customer service within the tourism or hospitality industry.

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels.
• Conduct guest briefings and provide accurate information regarding itineraries, accommodations, and travel arrangements.
• Assist clients with documentation, tickets, and travel materials prior to arrival and during their stay.
• Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
• Be available and respond to duty throughout assigned shifts, including during irregular hours.
• Support the JKIA Office Manager in ensuring departmental smoothness and efficiency.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, and be hands-on on relevant changes or developments in partner hotels or airport procedures to apprise the supervisor accordingly.
• Support the operations team in delivering seamless guest experiences throughout the travel journey.

• Strong communication skills
• Problem-solving skills
• Interpersonal skills
• High attention to detail
• Strong organizational ability
• Computer literacy
• Fluency in English
• German language proficiency
• Italian language proficiency

• Diploma in Tour Operations, Hospitality, or Customer Care
• Fluency in English plus German and/or Italian language proficiency is mandatory
• Computer literacy with knowledge of Excel and Tourplan is an added advantage
• Flexibility to work shifts and irregular hours when required