Responsibilities:

Communicating day-to-day by responding to potential/existing customer inquiries through Emails, Calls, and Chats.
Managing customer interactions by multitasking between Emails and Calls, addressing requirements based on daily planning.
Answering calls from clients and providing necessary information.
Acting as the point of contact among employees, clients, and external partners.
Maintaining workplace security by issuing, checking, collecting badges, and maintaining visitor logs.
Assisting with administrative tasks, including copying, faxing, and taking notes.
Taking ownership of assigned emails, addressing concerns before the end of business.
Monitoring requests/quotations sent through email and ensuring timely responses within turnaround time.
Communicating pending requests to the Travel Manager.
Sharing weekly attrition reports and committing to reactivating dormant accounts.
Informing clients about procedures and answering questions through inbound calls.
Resolving complaints, implementing solutions, and escalating unresolved issues.
Properly escalating client queries through the CRM system.
Ensuring strict process compliance in line with business objectives.
Identifying opportunities for cross-selling or upselling additional products.
Maintaining and improving quality results by adhering to standards and guidelines.
Following up on client issues and feedback reports.
Generating reports on engagements and collected feedback.
Enhancing brand reputation and coordinating public events.
Organizing social responsibility programs and activities.
Overseeing creative inputs on the company’s communications and publications.
Conducting market research to stay updated with evolving customer needs.
Devising marketing communication/campaigns to clients via various channels.
Ensuring proper internal communication with staff on industry and organizational developments.
Responsible for briefing and delivering website updates in line with marketing campaigns.
Monitoring and improving the effectiveness of communication initiatives.
Administering a quarterly customer satisfaction survey.
Conducting regular communication and training.
Overseeing CRM launch and monitoring effective implementation.
Confirming customer data is maintained within the CRM system.
Preserving and promoting company reputation among staff and clients.
Brainstorming with the Tours department for the creation of packages.

Qualifications:

Undergraduate Bachelor’s Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business, 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 in English and Swahili.
Ability to multi-task, prioritize, and manage time effectively.
Experience managing and delivering marketing campaigns.
High energy, strong people management, and social skills.
Proactive approach, strong time management, and prioritization skills.
Organized and cool-tempered professional, able to handle a crisis.
Passion for Customer Service with outstanding problem-solving skills.
Ability to work with multiple tabs and browsers efficiently in a web browser-based support system.
Ability to thrive in a multitasking environment and adjust priorities on the fly.
Keen attention to detail and effective time management skills.
Eager to learn, adapt, and collaborate at all levels.
Outstanding work ethic, reliability, motivation, and professionalism.
Ability to handle pressure/stress, respond to criticism tactfully, and maintain a professional demeanor.
Ability to escalate issues through appropriate channels.

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 in the email subject (Customer Service Executive – Travel), to vacancies@corporatestaffing.co.ke on or before 20th December 2023.