Company Profile Summary

Our client is the premier inbound destination management company in Africa, with offices located in Kenya, Tanzania, Uganda, Botswana, Namibia, and South Africa. Our dedicated team of travel consultants specializes in offering clients personalized services and exceptional products, including private guided tours, FIT arrangements, group travel experiences, and MICE products. We pride ourselves on building strong human-to-human business partnerships, supported by robust systems and processes, and providing expert insights into unique tour and safari destinations at competitive prices.

About the Opportunity


We are looking for a skilled Customer Experience Coordinator with experience in the Tourism Industry whose role will center on ensuring that clients have a positive experience with our feedback management protocols. This role is essential for providing feedback to the sales and marketing team and ensuring that customers have memorable experiences with our products.


Specific responsibility/day-to-day activities


Serve as the main point of contact for customer complaints, compliments, and feedback after their travel experience.
Collaborate with other departments to address issues and enhance overall customer satisfaction.
The ideal candidate should possess exceptional communication skills, a solid background in customer service, and a strong desire to assist others.
Manage a large volume of customer interactions through both phone and email while maintaining a positive and professional attitude.
Monitor customer feedback and recognize patterns and areas that need improvement.
This role demands a proactive approach to solving problems and a dedication to continual enhancement.


Minimum requirements


A Bachelor’s Degree in Customer Service, Hospitality, or a related field. 
4-5 years of customer service experience in a busy environment. Tourism experience is an added advantage
Excellent verbal and written communication skills with Strong analytical and problem-solving abilities.
Ability to handle high-stress situations calmly and effectively with Strong organizational skills and attention to detail.
Proficiency in Microsoft Office and customer service software is an added advantage
Ability to work independently and as part of a team, with an ability to multitask and manage time effectively.
Positive attitude and a passion for helping others with strong listening skills and empathy
Flexibility to work various shifts, including evenings and weekends.
Experience in a call center environment is a plus.