Operations Customer Expert (Customer Service Representative) - Nairobi Based at Teleperformance Kenya

Job Summary 

This role includes technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including providing customer service and support via email, chat, and/or phone calls.

Job Details 

• Work to create and manage flight bookings, including manual PNR creation, manual and automated pricing and repricing, e-ticket issuance, manual voids and cancellations, EMD creation, EMD pricing, EMD issuance, and manual refund calculations.
• Apply knowledge of ADM (Agency Debit Memo) and EMD issuance and avoidance.
• Manage queues.
• Act as a point of contact and source of knowledge for escalations.
• Suggest and modify suitable travel options that best suit the client’s needs.
• Engage in direct communication with clients via email, chat, and/or phone calls.
• Support B2B customers in their business travels.
• Liaise with suppliers and partners to resolve booking issues.
• Maintain high satisfaction standards and exceed customer expectations when managing bookings, queries, and requests.
• Resolve problems using established policies, procedures, and creative thinking when necessary.
• Proactively address and prevent potential issues before they arise.
• Stay up to date with new features and product launches.

Requirements

• At least 1 year of experience in customer care for the hospitality industry, including hotels, airlines, and travel agencies.
• Minimum of 2 years of experience in a customer care position covering multi-channel operations in a contact center environment.
• Minimum of 2 years of experience on booking flights, hotels, cars, and trains modules.
• Excellent communication skills in Business English, both spoken and written.
• Proven customer-facing experience delivering excellent service.
• Bachelor’s Degree preferred but not mandatory.
• Strong computer literacy including word processing, typing, and cloud-based applications.

Skills and Personality Traits 

• Proven ability to provide an excellent customer experience.
• Ability to see the big picture and understand interconnected processes.
• Independent and mindful worker with high self-awareness.
• Strong critical thinking skills, especially in complex situations.
• Highly empathetic with strong customer understanding.
• Reliable, accountable, and able to take ownership.
• Process-oriented and detail-focused.
• Organized with strong prioritization skills.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.