• Our client is the premier inbound destination management company in Africa, with offices located in Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. Our dedicated team of travel consultants specializes in offering clients personalized services and exceptional products, including private guided tours, self-drive adventures, FIT arrangements, and group travel experiences. We pride ourselves 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.

About the Opportunity

• We are seeking capable Customer Experience Coordinator who will be responsible for ensuring that clients have a positive experience with our feedback management protocols.

Specific responsibility/day-to-day activities

• Serve as the main point of contact for customer complaints, compliments, and feedback after their travel experience.
• Collaborate with other departments to address issues and enhance overall customer satisfaction.
• Manage a large volume of customer interactions through both phone and email while maintaining a positive and professional attitude.
• Monitor customer feedback and recognize patterns and areas that need improvement.
• This role demands a proactive approach to solving problems and a dedication to continual enhancement.

Minimum requirements

• A Bachelor’s Degree in Customer Service, Hospitality, or a related field.
• 4-5 years’ experience of customer service experience in a busy environment. Tourism experience is an added advantage
• Excellent verbal and written communication skills with Strong analytical and problem-solving abilities.
• Ability to handle high-stress situations calmly and effectively with Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office and customer service software is an added advantage
• Ability to work independently and as part of a team with an ability to multitask and manage time effectively.
• Positive attitude and a passion for helping others with strong listening skills and empathy
• Flexibility to work various shifts, including evenings and weekends.
• Experience in a call center environment is a plus.