Key Responsibilities
Emergency Support -Be available 24/7 during customer travel.
Ground Inquiries -Manage bookings and verify payments on ground
Complaint resolution -Collaborate on safari-related complaints with the relevant departments i.e. reservations and transport team.
Procedures and escalation -Follow established procedures for issue resolution and meet the customers for major issue resolution
Refunds -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 speaking either French/Spanish is a must
Critical thinker and problem solver
At least 2 years of experience in a similar role
Degree/Diploma in travel and tourism management, hospitality, or similar relevant education