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
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