Reporting to: Sales and Marketing Manager,
Gross Salary: Ksh75k – 80k,
Our client, one of the leading Travel Agency in the travel industry is looking to hire a Customer Service Executive who will be responsible for all interactions with our customers. He/she is to ensure all of the questions, requests, and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force. The candidate will also be responsible for the CRM System operations.
Responsibilities:
- Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.
- Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.
- Answering calls from clients and advising on the necessary information.
- Acting as the point of contact among employees, clients, and other external partners.
- Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.
- Assisting with a variety of administrative tasks including copying, faxing, taking notes
- Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.
- Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.
- Communicating to the Travel Manager on any pending requests not attended to.
- On a weekly basis share the attrition report and commit to re-activate dormant accounts.
- Informing clients by explaining procedures and answering questions through inbound calls.
- Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
- Escalating of client queries properly through the CRM system.
- Ensuring strict process compliance in line with the business lines objective.
- Selling additional products by recognizing opportunities to cross-sell or upsell.
- Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.
- Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.
- Generating reports on the various engagements and feedback collected.
- Enhancing brand reputation and coordinating public events.
- Championing and organizing appropriate social responsibility programs and activities.
- Overseeing all creative inputs on the company’s communications and publications.
- Conducting market research and analysis to stay up to date with evolving customers’ needs.
- Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.
- Ensuring proper internal communication with Staff on new developments in the industry & within the organization.
- Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.
- Continuously monitoring and improving the effectiveness of communication initiatives.
- Administering a quarterly customer satisfaction survey to gauge our services.
- Conducting regular communication and training.
- Overseeing the CRM launch and monitoring its effective implementation.
- Confirming customer data is maintained within the customer relationship management system.
- Preserving and promoting company reputation among staff and clients.
- Brainstorming with the Tours department to help in the creation of packages.
Qualifications:
- Undergraduate Bachelor’s Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business and/or related fields.
- Minimum of 5 years’ customer support experience or experience as a client service agent.
- MUST have worked with a CRM system for at least 3 years.
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- Creative mind, excellent communication and presentation skills.
- Exceptional fluency (speaking, reading, writing, understanding) in English and Swahili
- Ability to multi-task, prioritize, and manage time effectively
- Ability to handle multiple projects concurrently
- High attention to detail; follows through to ensure accuracy and comprehensiveness
- Experience managing and delivering marketing campaigns
- High energy, strong people management, and social skills
- Self-starter with a proactive approach, strong time management and prioritization skills
- Organized and cool-tempered professional, able to handle a crisis
- A passion for Customer Service with outstanding problem-solving skills, documentation skills, quality focus, as well as information analysis skills.
- Ability to work with multiple tabs and multiple browsers efficiently in a web browser-based support system – speed and accuracy are important.
- Ability to thrive in a multitasking environment and can adjust priorities on the fly.
- Ability to respond promptly and prioritize workload effectively based on the needs of customers.
- Keen attention to detail and effective time management skills
- Eager to learn, adapt, and collaborate at all levels.
- Outstanding work ethic (reliable, motivated, professional, and ability to work under minimum supervision).
- Ability to handle pressure/stress, handle responses to criticism tactfully, and maintain a professional demeanor.
- Ability to escalate issues through the appropriate channels – we thrive on feedback.
How to Apply
If you are up to the challenge and possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Service Executive – Travel) to [email protected] on or before 20th December 2023.
