Customer Satisfaction Agent/ Sales Support

About the Role

A dynamic team is expanding and looking for the right talent to join as a Customer Satisfaction & Sales Support Agent. In this role, you will be the crucial link between our customers and internal teams, ensuring exceptional service delivery throughout the safari experience.

Key Responsibilities

• Provide 24/7 emergency support to customers during their safari travel
• Manage bookings and verify payments for ground operations
• Resolve safari-related complaints by collaborating with reservations and transport teams
• Follow established procedures for issue resolution and escalation protocols
• Meet with customers to address major issues and ensure satisfactory resolution
• Process customer refunds as approved and directed

Required Qualifications

• Degree or Diploma in Travel & Tourism Management, Hospitality, or similar relevant field
• At least 2 years of experience in a similar customer support or sales support role
• Excellent knowledge of the tourism industry and current trends
• In-depth knowledge of major safari destinations in Kenya
• Strong communication skills with proficiency in English
• Proficiency in French or Spanish (required)
• Critical thinking and problem-solving abilities