Customer Service Executive – Travel at Corporate Staffing

• Our client, one of the leading Travel Agency in the travel industry is looking to hire a Customer Service Executive who will be responsible for all interactions with our customers. He/she is to ensure all of the questions, requests, and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force. The candidate will also be responsible for the CRM System operations.

Responsibilities:

• Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.
• Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.
• Answering calls from clients and advising on the necessary information.
• Acting as the point of contact among employees, clients, and other external partners.
• Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.
• Assisting with a variety of administrative tasks including copying, faxing, taking notes
• Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.
• Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.
• Communicating to the Travel Manager on any pending requests not attended to.
• On a weekly basis share the attrition report and commit to re-activate dormant accounts.
• Informing clients by explaining procedures and answering questions through inbound calls.
• Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
• Escalating of client queries properly through the CRM system.
• Ensuring strict process compliance in line with the business lines objective.
• Selling additional products by recognizing opportunities to cross-sell or upsell.
• Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.
• Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.
• Generating reports on the various engagements and feedback collected.
• Enhancing brand reputation and coordinating public events.
• Championing and organizing appropriate social responsibility programs and activities.
• Overseeing all creative inputs on the company’s communications and publications.
• Conducting market research and analysis to stay up to date with evolving customers’ needs.
• Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.
• Ensuring proper internal communication with Staff on new developments in the industry & within the organization.
• Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.
• Continuously monitoring and improving the effectiveness of communication initiatives.
• Administering a quarterly customer satisfaction survey to gauge our services.
• Conducting regular communication and training.
• Overseeing the CRM launch and monitoring its effective implementation.
• Confirming customer data is maintained within the customer relationship management system.
• Preserving and promoting company reputation among staff and clients.
• Brainstorming with the Tours department to help in the creation of packages.

Qualifications:

• Undergraduate Bachelor’s Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business and/or related fields.
• Minimum of 5 years’ customer support experience or experience as a client service agent.
• MUST have worked with a CRM system for at least 3 years.
• Strong phone contact handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of characters.
• Creative mind, excellent communication and presentation skills.
• Exceptional fluency (speaking, reading, writing, understanding) in English and Swahili
• Ability to multi-task, prioritize, and manage time effectively
• Ability to handle multiple projects concurrently
• High attention to detail; follows through to ensure accuracy and comprehensiveness
• Experience managing and delivering marketing campaigns
• High energy, strong people management, and social skills
• Self-starter with a proactive approach, strong time management and prioritization skills
• Organized and cool-tempered professional, able to handle a crisis
• A passion for Customer Service with outstanding problem-solving skills, documentation skills, quality focus, as well as information analysis skills.
• Ability to work with multiple tabs and multiple browsers efficiently in a web browser-based support system – speed and accuracy are important.
• Ability to thrive in a multitasking environment and can adjust priorities on the fly.
• Ability to respond promptly and prioritize workload effectively based on the needs of customers.
• Keen attention to detail and effective time management skills
• Eager to learn, adapt, and collaborate at all levels.
• Outstanding work ethic (reliable, motivated, professional, and ability to work under minimum supervision).
• Ability to handle pressure/stress, handle responses to criticism tactfully, and maintain a professional demeanor.
• Ability to escalate issues through the appropriate channels – we thrive on feedback.

How to Apply

If you are up to the challenge and possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Service Executive – Travel) to vacancies@corporatestaffing.co.ke on or before 20th December 2023.