Service Specialist is responsible for delivering high-quality customer service to guests in a fast-paced call center environment.Responsibilities:Handle inbound service calls from guests and prospective passengersIdentify caller needs and resolve issues to achieve the highest level of customer satisfactionMake outbound calls and provide additional information as neededProvide 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 profileMaintain individual service quality goals, and adhere to the Call Center metrics for improved customer satisfaction results; maintain customer records in CRM toolEnsure accurate and timely service and respond quickly and proactively to customer requestsRequirementsBachelor’s degree in Business Administration, Management, Hospitality, Communications, or a related field1+ years of call center experienceStrong customer service and problem-solving skillsComfortable working in an office-based environmentStrong time management and multitasking abilitiesExcellent verbal and written communication skills in EnglishProven ability to deliver first-call resolutionAbility to build strong client relationships and adapt communication style to individual customer needsGeneral knowledge of world geographyProficiency 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 TeamsWillingness to work scheduled shifts aligned with international time zones, including weekends and public holidays as required
Service Specialist is responsible for delivering high-quality customer service to guests in a fast-paced call center environment.
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 Teams
- Willingness to work scheduled shifts aligned with international time zones, including weekends and public holidays as required
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
