Customer Experience Coordinator at ATL Global Business

ATL Global Business is an internationally oriented and privately founded recruiting and consultancy firm based in Kenya, with operations and partners in South Africa and East Africa countries. Committed to our slogan “World Class Service delivery with Integrity” we work hard to provide quality and talented professionals who contribute to the s...

 

Customer Experience Coordinator

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience4 - 5 years
  • LocationNairobi
  • Job FieldCustomer Care  , Travels & Tours 

Job Ref: SOA/KE/HR/NRB/24-25/04

About the Opportunity

  • We are seeking capable Customer Experience Coordinator who will be responsible for ensuring that clients have a positive experience with our post travel feedback management protocols. 

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.
  • Manage a large volume of customer interactions through both phone and email while maintaining a positive and professional attitude.
  • Serve as the main point of contact for customer complaints, compliments, and feedback after their travel experience.
  • Identify and escalate complex issues to the appropriate team. 
  • Update our partner agents on all client complaints and address any post-travel issues that may arise. 
  • Promptly highlight recurring customer compliments and complaints to the management. 
  • Track customer feedback and identify trends. 
  • Maintain a report of all quality control incidents and report to management on all incidences.
  • Recognize trends in post-travel customer compliments and complaints.
  • Keep a detailed record of your clients to anticipate their needs and provide essential information. 
  • Organize client and referral source appreciation events.

Minimum requirements

  • A Bachelor’s Degree in Customer Service, Hospitality, or a related field. 
  • 4-5 years’ experience 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.

Method of Application

We invite eligible candidates to apply for the position. Please send your application, including a cover letter and an updated CV demonstrating your suitability for the role, to  atlglobalbusiness@gmail.com and copy (cc) hr@senseofafrica.co.ke .

The application should reach us on or before 30th October 2024.

Kindly ensure that the email subject includes the position title and vacancy number. Applications lacking the vacancy number will result in automatic disqualification.

Only shortlisted candidates will be contacted

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