Customer Service Representative (German and Italian Language Proficiency)
Nairobi
Posted 25 March, 2026
Deadline 15 April, 2026
0
Customer ServiceFull-TimeJunior-level(1-2 yrs)
Job Description
Our client is a premier inbound destination management company in Africa, with established operations in Kenya, Tanzania, Uganda, Rwanda, Botswana, Namibia, and South Africa. They specialize in personalized travel services including private guided tours, FIT arrangements, group travel experiences, and MICE products. They are looking for highly motivated, professional, and service-oriented individuals to join their operations team.
Role Overview
The Customer Service Representative (CSR) serves as the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards. The role involves assisting clients throughout their journey, coordinating with internal departments, and supporting operational efficiency to enhance overall guest satisfaction.
Key Responsibilities
Guest Assistance: Meet and assist clients at designated locations, including airports (JKIA), SGR terminals, and hotels.
Briefing & Information: Conduct guest briefings and provide accurate information regarding itineraries, accommodations, and travel arrangements.
Logistics Support: Assist clients with documentation, tickets, and travel materials prior to arrival and during their stay.
Problem Resolution: Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
Reporting: Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
Operational Support: Support the JKIA Office Manager in ensuring departmental smoothness and efficiency. Be available for duty throughout assigned shifts, including irregular hours.
Relationship Management: Build strong working relationships with hotels, airlines, suppliers, and internal teams. Stay updated on relevant changes or developments in partner hotels or airport procedures.
Guest Experience: Support the operations team in delivering seamless guest experiences throughout the travel journey.
Requirements
Education: Diploma in Tour Operations, Hospitality, or Customer Care.
Language Proficiency: Fluency in English is mandatory. Proficiency in German and/or Italian language is mandatory.
Experience: Minimum 2 years’ experience in customer service within the tourism or hospitality industry.
Skills: Strong communication, problem-solving, and interpersonal skills. High attention to detail and strong organizational ability.
Technical Skills: Computer literacy with knowledge of Excel. Knowledge of Tourplan is an added advantage.
Flexibility: Willingness to work shifts and irregular hours when required.
How to Apply
Interested candidates should submit their resume and a cover letter detailing their relevant experience to atlglobalbusiness@gmail.com and copy (cc) hr@senseofafrica.co.ke using the subject line "CUSTOMER SERVICE REPRESENTATIVE APPLICATION" on or before 15 April 2026.
How to Apply
Interested candidates should submit their resume and a cover letter detailing their relevant experience to atlglobalbusiness@gmail.com and copy (cc) hr@senseofafrica.co.ke using the subject line "CUSTOMER SERVICE REPRESENTATIVE APPLICATION" on or before 15 April 2026.
