Operations Customer Expert (Customer Service Representative)

Teleperformance Kenya is looking for an Operations Customer Expert (Customer Service Representative) based in Nairobi. This role involves providing technical and non-technical customer service and support across multiple business and consumer segments. You will be responsible for handling customer inquiries via email, chat, and phone calls, specifically focusing on the travel and hospitality industry.

Responsibilities and Duties

• Create and manage flight bookings, including manual PNR creation.
• Handle manual and automated pricing and repricing of bookings.
• Issue e-tickets and manage manual voids or cancellations.
• Create, price, and issue EMDs (Electronic Miscellaneous Documents).
• Perform manual refund calculations.
• Apply knowledge of ADM (Agency Debit Memo) and EMD issuance and avoidance.
• Manage booking queues efficiently.
• Act as a source of knowledge and point of contact for escalations.
• Suggest suitable travel options that meet client needs.
• Engage in direct communication with B2B customers for business travel support.
• Liaise with suppliers and partners to resolve booking issues.
• Maintain high satisfaction standards and exceed customer expectations.
• Resolve problems using established policies and creative thinking.
• Proactively address and prevent potential issues.
• Stay updated with new features and product launches.

Requirements and Qualifications

• At least 1 year of experience in customer care for the hospitality industry (hotels, airlines, or 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 (spoken and written).
• Proven customer-facing experience delivering excellent service.
• Bachelor’s Degree is preferred but not mandatory; a Diploma is also accepted.
• Strong computer literacy, including proficiency in word processing, typing, and cloud-based applications.

Skills and Personality Traits

• Ability to provide an excellent customer experience.
• Strategic thinking to understand interconnected processes.
• Independent and mindful worker with high self-awareness.
• Strong critical thinking skills for complex situations.
• High empathy and customer understanding.
• Reliable, accountable, and ownership-driven.
• Process-oriented and detail-focused.
• Organized with strong prioritization skills.

How to Apply

Interested and qualified candidates should apply online by clicking the apply button or visiting the following link: https://www.myjobmag.co.ke/job-application/1157895. Ensure you have your CV and cover letter ready for the application process.