Job Description - Travel and Customer Service Consultant
Journey Kenya is a dynamic fast growing company that specializes in online hospitality solutions. The flagship service of Journey Kenya is the company’s online booking and payment website for premium luxury accommodation in Kenya – www.journeykenya.com
We are looking for a consultant who is driven, with strong interpersonal skills and a solid background of the tourism industry, both international and locally. The consultant will be responsible for recruiting and liaising with supplying agencies and promoting tour packages. Proficient internet research skills are a plus.
Responsibilities:
1. Secure new client sales and retention through customer service
- Deal directly with customers either by telephone, electronically or face to face
- Respond promptly to customer inquiries
- Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers to potential clients
- Determine client destination, transportation, travel dates, financial considerations and accommodation requirements
- Assist clients in finding travel package deals for their needs including reservations and transfers
- Compute cost of travel and accommodation, quote package tour's costs and collect payment from customers
- Book domestic and international reservations for air travel, rail tickets, hotel and car rentals
- Analyze reasons for customers choosing Journey Kenya or a competitor
2. Ensure optimal pricing on hotel bed nights and tour packages
- Research pricing in the market and continuously benchmark the Journey Kenya offering
- Liaise with hotels and travel agencies to secure optimal pricing using fact based analysis
3. Deliver superior customer service and pre- during and post visit reception service to customers
- Provide customers with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations
- Handle and resolve customer complaints
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Keep records of customer interactions and transactions
- Follow up on customer interactions
- Manage administration
4. Keep informed on industry developments
- Stay educated on airline rules, regulations (IATA) and current affairs
- Benchmark industry practice and keep informed on the latest trends and opportunities
- Skills:
- Strong domestic and international travel knowledge
- Ability to work in a team environment as well as being a self starter
- A desire for continuous learning
- Effective oral and written communication skills
- Proficient internet research skills for travel information
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem-solving
- Attention to detail and accuracy
- Data collection and analysis
- Customer service orientation
- Adaptability
Person Specifications:
- Average of 2 years prior travel sales experience preferred
- Knowledge of computer reservation programs (GDS), such as SABRE, Galileo or similar
- Minimum Education: High school plus IATA Diploma
- Preferred Education: Degree in Tourism/Hospitality, or equivalent
- Marketing experience is preferred
- Candidates who meet the above requirements should submit their applications together with a detailed CV (indicating current and expected remuneration) and testimonials electronically on or before 20 Feb 2011 to the address below.
- Emails to be sent to –
