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.