Contact Centre Agent

Role Overview

This position places you at the front line of a travel-focused contact centre, where each day involves responding to inbound calls and emails from travellers seeking assistance with flight bookings, hotel reservations, and itinerary changes. Beyond handling routine inquiries, you will also manage complaints from frustrated customers, turning difficult situations into opportunities to reinforce loyalty and trust. Your ability to balance fast, accurate service with a calm, professional tone directly impacts the company’s reputation and revenue, making your role essential to both customer satisfaction and business growth.

Key Responsibilities

• Answer inbound calls and respond to digital messages regarding travel bookings, pricing, and policy questions
• Process new reservations and modifications for flights, accommodation, and car rentals using the company’s booking platform
• Identify customer needs and offer relevant upsells or add-ons, such as travel insurance or seat upgrades, to increase average transaction value
• Investigate and resolve customer complaints—including billing errors, schedule changes, or service failures—by coordinating with internal teams and external partners
• Maintain accurate records of each interaction in the customer relationship management (CRM) system for audit and follow-up purposes
• Stay updated on airline and hotel partner policies, seasonal promotions, and visa or health entry requirements to provide accurate advice
• Meet individual performance targets for call handling time, first-call resolution, and customer satisfaction scores
• Escalate complex or sensitive cases to a senior agent or supervisor when the issue exceeds your authority or knowledge

Requirements & Qualifications

• IATA/UFTAA Diploma or equivalent qualification in travel and tourism
• At least one year of experience in a customer service role, preferably within a contact centre or travel agency environment
• Strong verbal and written communication skills in English; fluency in Swahili is an advantage
• Proven ability to multitask—navigating multiple systems while speaking with a customer—without losing attention to detail
• Familiarity with global distribution systems (for example, Amadeus, Sabre, or Galileo) and standard office software
• Demonstrated patience and empathy when handling frustrated callers, with a focus on de-escalation and problem-solving
• Ability to work rotational shifts, including weekends and public holidays, as required by a 24/7 contact centre operation
• High school diploma or equivalent; additional certification in customer service or sales is a plus