Customer Care Reps at Dreamline Express (Many positions)

Job Summary:

As a Customer Care Representative at Dreamline, your primary responsibility is to enhance customer satisfaction by offering timely, accurate, and courteous assistance to passengers. Whether it’s helping with travel planning, managing complaints, or supporting ticket sales, your role is pivotal in upholding our commitment to quality service.

You will interact with clients through various channels—telephone, email, and face-to-face engagements—and work closely with internal teams such as drivers, operations, and ticketing to ensure seamless service delivery. This position is ideal for individuals who are empathetic, detail-oriented, and comfortable handling multiple responsibilities in a dynamic work environment.

Key Responsibilities:

• Respond to Customer Inquiries Across Multiple Channels
• Handle all incoming calls, emails, and walk-in inquiries in a professional and courteous manner.
• Provide clear and concise responses to customer questions regarding travel services, including schedules, ticketing, and onboard amenities.
• Offer Travel Information and Support Ticketing Processes
• Share accurate and up-to-date information on travel routes, departure times, fares, luggage policies, and any service changes.
• Assist passengers in making reservations, confirming bookings, processing ticket cancellations, or rebookings when necessary.
• Guide customers through online booking processes where applicable and provide follow-up support.
• Manage Customer Feedback and Complaints
• Act as the first point of contact for resolving customer complaints and service issues.
• Log customer feedback and escalate unresolved issues to the appropriate department for timely resolution.
• Provide professional follow-up communication to keep customers informed about the status of their concerns.
• Recordkeeping and Reporting
• Maintain accurate records of all customer interactions, complaints, inquiries, and transactions in the company’s service management system.
• Generate reports on common issues and recurring feedback to support service improvement initiatives.
• Liaise with Internal Departments
• Collaborate with operations and dispatch teams to verify real-time updates on bus schedules and service interruptions.
• Coordinate with drivers and terminal staff to communicate customer needs or special requests.
• Notify relevant departments about operational changes that may impact customer service.
• Customer Relationship Management
• Build strong relationships with frequent travelers and VIP passengers by offering personalized support.
• Promote Dreamline’s loyalty programs, travel packages, or seasonal offers when interacting with customers.
• Encourage feedback and suggestions that can help improve the customer experience.
• Support Administrative and Front Office Duties
• Assist in organizing and maintaining customer service desks and waiting areas.
• Keep promotional materials and travel brochures up to date and accessible to passengers.
• Support team leads in preparing documentation or reports required for operational reviews or audits.
• Work in Shifts to Support 24/7 Operations
• Be available for rotating shifts, including weekends and public holidays, in line with the company’s round-the-clock operations.
• Maintain punctuality and a professional appearance during all working hours.
• Remain adaptable to extended work hours during peak travel seasons or holiday periods.
• Assist in Crisis Management
• Communicate service disruptions such as delays, cancellations, or emergency reroutes to affected passengers.
• Provide calm and composed assistance in high-stress scenarios, ensuring customer concerns are acknowledged and addressed.
• Work with management to deliver appropriate compensation or remedies to customers when applicable.
• Participate in Training and Performance Development
• Attend regular training sessions on customer service, digital tools, company policies, and emergency response protocols.
• Seek feedback on personal performance and set goals for continuous improvement.
• Contribute to a positive team environment by sharing knowledge and supporting new colleagues.

Qualifications:

• A Diploma in Customer Service, Hospitality, Front Office Operations, or a related field is required. Additional certifications in customer service will be an added advantage.
• Previous experience in a customer service role is preferred, especially within transportation, travel, or hospitality sectors.
• Strong verbal and written communication skills in English and Kiswahili.
• Excellent interpersonal and conflict-resolution skills, with a calm and patient demeanor.
• Ability to work under pressure, handle high customer volumes, and manage multiple inquiries simultaneously.
• Familiarity with ticketing systems, reservation software, and basic office tools such as MS Word, Excel, and email platforms.
• Flexibility to work various shifts, including weekends and public holidays.

How to Apply:

Interested applicants are invited to submit their resume and cover letter to our Mombasa Main office at Mwembe Tayari on or before the deadline.

Application Deadline: Friday 11.07.2025 at 4pm.