Customer Service Representative at HotelOnline

  • Full Time
  • Nairobi


  • As a Customer Service Representative at HotelOnline, youll be the face of our company and the first point of contact for both our valued guests and hotel partners. Youll play a critical role in ensuring their satisfaction and loyalty, and will have the opportunity to make a real impact on their experience.

Key Responsibilities;

  • Provide lightning-fast responses to customer inquiries via phone, email, and chat
  • Handle customer complaints and resolve issues with ease, always exceeding their expectations
  • Keep detailed records of customer interactions and transactions to ensure a seamless experience
  • Quickly identify and escalate priority issues to the appropriate department or manager
  • Continuously provide feedback to management on customer service processes and suggest improvements
  • Stay ahead of the game by staying up-to-date with company products, services, and policies
  • Meet and exceed performance metrics, such as response time and customer satisfaction scores
  • Processing and communicating bookings to hotel partners
  • Supporting Hotel Partners on any issues they might be experiencing with hotel software or guests
  • Share potential leads to relevant departments to help drive business growth


  • Ability to learn fast and multi-task
  • Customer service experience, with a background in the hotel or travel industry a plus
  • Excellent communication skills that are both written and verbal
  • Ability to handle even the toughest customer situations with empathy and professionalism
  • Strong problem-solving skills and a keen attention to detail
  • Ability to work independently and as part of a team
  • Bonus points for additional languages such as French

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