The role of Service Specialist at Tatu City Limited involves managing customer interactions, primarily through inbound and outbound service calls, to ensure the highest level of guest and prospective passenger satisfaction. This is an office-based role focused on identifying caller needs, resolving issues efficiently, providing technical assistance, and maintaining accurate customer records.
Tatu City is a project of Rendeavour, Africa’s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia, and the Democratic Republic of Congo. Rendeavour’s vision is to help create the infrastructure—the living and working spaces, communities, schools, and hospitals—that will sustain and accelerate Africa’s economic growth, meet the aspirations of its burgeoning middle classes, and serve as a catalyst for further urban development.
Responsibilities
- Handle inbound service calls from guests and prospective passengers.
- Identify caller needs and resolve issues to achieve the highest level of customer satisfaction.
- Make outbound calls and provide additional information as needed.
- Provide technical assistance to callers as needed; assistance to callers with requests. Requests may include itinerary or cruise inquiries, taking payments, and other service needs directly related to a booking or customer profile.
- Maintain individual service quality goals, and adhere to the Call Center metrics for improved customer satisfaction results.
- Maintain customer records in CRM tool.
- Ensure accurate and timely service and respond quickly and proactively to customer requests.
Requirements
- Bachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field.
- 1+ years of call center experience.
- Strong customer service and problem-solving skills.
- Comfortable working in an office-based environment.
- Strong time management and multitasking abilities.
- Excellent verbal and written communication skills in English.
- Proven ability to deliver first-call resolution.
- Ability to build strong client relationships and adapt communication style to individual customer needs.
- General knowledge of world geography.
- Proficiency in basic computer applications and office equipment, including working knowledge of MS Office (Excel, Outlook, Word) and familiarity with web conferencing tools such as Zoom or Microsoft.
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