Operations Customer Expert (Customer Service Representative) - Nairobi Based at Teleperformance Kenya

TP is a trusted partner to many of the world’s leading brands because our advanced business solutions help them deliver truly integrated, human-centric experiences while optimizing business processes and performance.

 

Operations Customer Expert (Customer Service Representative) - Nairobi Based

  • Job TypeFull Time , Onsite
  • QualificationBA/BSc/HND , Diploma
  • Experience1 year
  • LocationNairobi
  • Job FieldCustomer Care 

Job Summary 

This role includes technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including providing customer service and support via email, chat, and/or phone calls.

Job Details 

  • Work to create and manage flight bookings, including manual PNR creation, manual and automated pricing and repricing, e-ticket issuance, manual voids and cancellations, EMD creation, EMD pricing, EMD issuance, and manual refund calculations.
  • Apply knowledge of ADM (Agency Debit Memo) and EMD issuance and avoidance.
  • Manage queues.
  • Act as a point of contact and source of knowledge for escalations.
  • Suggest and modify suitable travel options that best suit the client’s needs.
  • Engage in direct communication with clients via email, chat, and/or phone calls.
  • Support B2B customers in their business travels.
  • Liaise with suppliers and partners to resolve booking issues.
  • Maintain high satisfaction standards and exceed customer expectations when managing bookings, queries, and requests.
  • Resolve problems using established policies, procedures, and creative thinking when necessary.
  • Proactively address and prevent potential issues before they arise.
  • Stay up to date with new features and product launches.

Requirements

  • At least 1 year of experience in customer care for the hospitality industry, including hotels, airlines, and travel agencies.
  • Minimum of 2 years of experience in a customer care position covering multi-channel operations in a contact center environment.
  • Minimum of 2 years of experience on booking flights, hotels, cars, and trains modules.
  • Excellent communication skills in Business English, both spoken and written.
  • Proven customer-facing experience delivering excellent service.
  • Bachelor’s Degree preferred but not mandatory.
  • Strong computer literacy including word processing, typing, and cloud-based applications.

Skills and Personality Traits 

  • Proven ability to provide an excellent customer experience.
  • Ability to see the big picture and understand interconnected processes.
  • Independent and mindful worker with high self-awareness.
  • Strong critical thinking skills, especially in complex situations.
  • Highly empathetic with strong customer understanding.
  • Reliable, accountable, and able to take ownership.
  • Process-oriented and detail-focused.
  • Organized with strong prioritization skills.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

Check how your CV aligns with this job

Method of Application

Interested and qualified candidates should apply using the Apply Now button below.

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