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13 Mar 2023

Customer Service Representative at Sense of Africa

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Job Description


Our Client is one of the leading Safari Destination Management companies in Arusha and they are currently looking for Customer Service Representative.

Position Summary:

The Customer Service Representative will interact with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.

General Tasks

Assist the Customer Care supervisor in ensuring that the department runs as effective as possible so that all company clients receive the highest standard of Customer Care/ Services that will exceed their expectations.

Main Duties/Responsibilities

v  If need be: Meeting and seeing off arriving clients from/to their flights and safaris.

v  If need be: Debriefing the safaris with accurate and comprehensive information and service for both the clients and the drivers.

v  Assist in the allocation of the Customer Service Representatives and ensure that they are done efficiently.

v  Receive feedback forms from the Customer Service Representative.

v  Capture and monitor all feedback and complaints and evaluate them.

v  Maintain a harmonious working relationship with hotels/airline personnel to ensure preferential handling of Company guests.

v  Assist in problem solving of difficult clients and handle complaints

v  Doing daily reports on all the irregularities on flights and any other complaints from guests.

v  Keeping a clear and accurate filing system for company related documents which should be accessible at all times.

v  Be aware of company procedures in case of emergencies.

v  Provide feedback and any ideas for improving customers satisfaction

v  Updating the office on any new developments in hotels or the airport.

v  Handle lost/damaged luggage effectively

v  Be reachable 24 hours while on duty

v  Alert management immediately when detecting any inconsistencies in the system, procedures and/or the work of individuals or an entire group to help to avoid fraud cases or to detect them at the earliest possible moment

v  Any other duties pertaining to customer service that the company will deem necessary in improving the quality of service to company clients

v  Any other duties as may be assigned from time to time

v  Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

v  Work closely with reservations & Safaris Manager to ensure control of safaris by ensuring any inconsistencies during quoting and confirmation phase are resolved in a timely manner with agents as well as be available to solve any client issues arising while on safari.

v  Developing safari rates, sharing and updating rates changes with the company’s agents, advising the team on timing and charges for trip cancellation and familiarization (FAM) trips.

v  Work closely with sales and marketing team and be part of marketing research to identify selling possibilities and evaluate customer/agent’s needs.


Professional and interpersonal details


v  Diploma in Tour Operations/Customer Care

v  Computer literate and competency in Tour plan operating system and Excel will be an added advantage

Experience and Skills:

v  A minimum of 5 years of hospitality Customer care management.

v  Ability to effectively listen, communicate and perform diplomatically with internal and external stakeholders, agents, guests and staff in all situations.

v  Have the ability to work through periods of high demand and ready to work on weekends.

v  Demonstrated passion for excellence with respect to treating and caring for customers

v  Strong decision making, analytical, reasoning and problem solving abilities

v  Strong detail orientation and excellent communication/listening skills

v  Willingness to work within a flexible schedule

v  Highly developed sense of integrity and commitment to customer satisfaction

v  3 years of experience in customer service in the tourism and hospitality industry

v  Highly developed sense of integrity and commitment to customer satisfaction.

v  Report Writing & Communication Skills (both oral and written)

v  Planning, Organization and Negotiation Skills


Physical Requirements

v  Prolonged periods sitting at a desk and working on a computer is something qualified candidates should expect.

v  Must be able to attend many phone calls on daily basis.

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Method of Application

Qualified candidates are invited to share Cover letter, CV and Academic Certificates no later than 31st a March, 2023 to [email protected] . THE EMAIL SUBJECT SHOULD BE “APPLICATION FOR CUSTOMER SERVICE REPRESENTATIVE”.

We will contact only shortlisted candidates.

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