Operations Customer Expert (Customer Service Representative) – Nairobi Based at Teleperformance Kenya
- @TrendyJobbers | HR Outsourcing
- Full-time
- Posted 19 hours ago
- Apply Before: February 28, 2026
- 0 Click(s)
- View(s) 7
Job Detail
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Job ID 1015240
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Career Level Officer
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Experience Less Than 1 Year
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Qualifications Diploma
Job Description
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.