Job Title: Customer Service Officer
Department: Customer Services
Reports to: Customer Services Manager
Purpose: As our customer services officer you play an important role in ensuring that our guests are met professionally and have a positive first impression of our services when they arrive into Kenya.
Purpose: As our customer services officer you play an important role in ensuring that our guests are met professionally and have a positive first impression of our services when they arrive into Kenya.
Without
these tasks being done effectively we will get a high number of complaints,
which will lead to a loss in business so this is a very important role in the
company.
Key Tasks and responsibilities
Key Tasks and responsibilities
- Be
in uniform, presentable and with a positive attitude
- Meet
and greet clients within Nairobi, and de-briefing on their
itinerary/safari arrangements.
- Collect
any payments from clients as assigned by the office, against an invoice
and issue receipts therein.
- Ensure
that all guests are met with an official signboard as per our standards
Ensure that all clients are provided with a welcome pack as per our
standards
- Ensure
our stickers are in the right places on the vehicles and straight
- Ensure
that drivers (including 3rd party) are also in uniform at all times, presentable
and meeting clients with a smile and positive attitude.
- Ensure
the vehicles (including 3rd party) are always clean when meeting clients,
with bottled water, and with our car stickers.
- Anytime
a 3rd party vehicle is used as much as possible he or she must go along to
ensure our standards are maintained.
Academic and Trade Qualifications
- Tourism
related diploma
- Certificate
in Tour guiding is an added advantage
- Experience
in Customer Services in the field-meet & greet services at Airports
- Knowledge
of systems (Tour plan experience a plus)
- MS
office suite
Working Experience
- Over
2 years progressive hands on experience in a busy tour company handling
non-resident clients, ideally KATO category A company.
Personal Qualities and Behavioral Attributes
- Ability
to plan in advance, prioritizing, time management and utilization of
resources.
- Good
oral and written communication skills with ability to effectively
communicate in a timely manner on client’s issues and resolutions.
- Ability
to comprehend matters easily and analyze in a logical and professional
manner
- Effective
team player , fast & independent thinker and work in an objective and
rational manner
- Focus
on ensuring clients are looked after as a key priority regardless of the
time
- Punctuality
in regards to reporting time and work deadlines
- Reliability
and honest in disclosing any work related or client issues
- Self motivated and able to work independently
How to Apply
Qualified candidates to send their CV to mycv@myjobseye.com before 20th March, 2016
Qualified candidates to send their CV to mycv@myjobseye.com before 20th March, 2016
