Our client, one of the leading Travel Agency in the travel industry is looking to hire a Customer Service Executive who will be responsible for all interactions with our customers. He/she is to ensure all of the questions, requests, and issues of the customers are answered and solved in a professional way with customer centricity as our main driving force. The candidate will also be responsible for the CRM System operations.
Responsibilities:
Communicating day-to-day by responding to potential/existing customer inquiries by providing and/or clarifying with the desired information. The main communication channels will be Emails, Calls and Chats.
Managing customer interactions by multitasking between Emails and Calls at the same time based on the requirements in the daily planning.
Answering calls from clients and advising on the necessary information.
Acting as the point of contact among employees, clients, and other external partners.
Maintaining workplace security by issuing, checking, collecting badges as necessary, and maintaining visitor logs.
Assisting with a variety of administrative tasks including copying, faxing, taking notes
Taking ownership of the emails assigned and completing the necessary concerns raised before the end of the business.
Monitoring requests/quotations sent through email and time taken to respond within our turnaround time.
Communicating to the Travel Manager on any pending requests not attended to.
On a weekly basis share the attrition report and commit to re-activate dormant accounts.
Informing clients by explaining procedures and answering questions through inbound calls.
Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions, and escalating unresolved complaints.
Escalating of client queries properly through the CRM system.
Ensuring strict process compliance in line with the business lines objective.
Selling additional products by recognizing opportunities to cross-sell or upsell.
Maintaining and improving quality results by adhering to standards and guidelines, and recommending improved procedures.
Following up on any issues raised by clients and feedback reports by the RO’s and RM’s.
Generating reports on the various engagements and feedback collected.
Enhancing brand reputation and coordinating public events.
Championing and organizing appropriate social responsibility programs and activities.
Overseeing all creative inputs on the company’s communications and publications.
Conducting market research and analysis to stay up to date with evolving customers’ needs.
Devising marketing communication/ campaigns to clients via e-shots, travel alerts, bulk messages (blast texts), Blast emails, newsletters, etc.
Ensuring proper internal communication with Staff on new developments in the industry & within the organization.
Responsible for briefing and delivering all website updates on a weekly or monthly basis in line with and supporting marketing campaigns or driving business promotion priorities.
Continuously monitoring and improving the effectiveness of communication initiatives.
Administering a quarterly customer satisfaction survey to gauge our services.
Conducting regular communication and training.
Overseeing the CRM launch and monitoring its effective implementation.
Confirming customer data is maintained within the customer relationship management system.
Preserving and promoting company reputation among staff and clients.
Brainstorming with the Tours department to help in the creation of packages.
Qualifications:
Undergraduate Bachelor’s Degree in Communications, Marketing, Advertising, Public Relations, Media Studies, Business and/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 (speaking, reading, writing, understanding) in English and Swahili
Ability to multi-task, prioritize, and manage time effectively
Ability to handle multiple projects concurrently
High attention to detail; follows through to ensure accuracy and comprehensiveness
Experience managing and delivering marketing campaigns
High energy, strong people management, and social skills
Self-starter with a proactive approach, strong time management and prioritization skills
Organized and cool-tempered professional, able to handle a crisis
A passion for Customer Service with outstanding problem-solving skills, documentation skills, quality focus, as well as information analysis skills.
Ability to work with multiple tabs and multiple browsers efficiently in a web browser-based support system – speed and accuracy are important.
Ability to thrive in a multitasking environment and can adjust priorities on the fly.
Ability to respond promptly and prioritize workload effectively based on the needs of customers.
Keen attention to detail and effective time management skills
Eager to learn, adapt, and collaborate at all levels.
Outstanding work ethic (reliable, motivated, professional, and ability to work under minimum supervision).
Ability to handle pressure/stress, handle responses to criticism tactfully, and maintain a professional demeanor.
Ability to escalate issues through the appropriate channels – we thrive on feedback.
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 on the email subject (Customer Service Executive – Travel) to vacancies@corporatestaffing.co.ke on or before 20th December 2023.
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