What You Will Do
Be available 24/7 for emergency support during customer travel.
Manage ground inquiries, including direct bookings and payment verification.
Collaborate on safari-related complaints with the relevant departments i.e. reservations and transport team.
Follow established procedures for issue resolution.
Occasionally meet the customers for major issue resolution
Handle refunds to the customers as approved and directed.
Qualifications
Excellent knowledge of the tourism industry and current trends
Knowledge of major safari destinations in Kenya
Strong communication skills with proficiency in English
Proficiency in additional language i.e German is needed
Critical thinker and problem solver
Good knowledge of tour planning software
At least 2 years of experience in a similar role
Degree/Diploma in travel and tourism management, hospitality, or similar relevant education