Customer Service Assistant

  • Published date: November 19, 2019
  • Category: Customer Service & Support
    • Location: Nairobi, Nairobi
  • Jop type:
  • Salary: Ksh Not mentioned
  • Company name: Pelings Kenya Limited

Job Description

Job Description





    • Meet and greet clients within Nairobi and de-briefing on their itinerary/safari arrangements.


    • Collect any payments from clients as assigned by the office, against an invoice and issue receipts therein.


    • Ensure that all guests are met with a GWSA signboard as per our standards and in the case of Big Five as per White glove standards, and respective signboards for Go2Africa clients.


    • Ensure that all clients are provided with a welcome pack as per GWSA standards


    • Ensure that drivers (including 3rdparty) are also in uniform at all times, presentable and meeting clients with a smile and positive attitude.


    • Ensure all the vehicles (including 3rdparty) are always clean when meeting clients, with bottled water, and with GWSA car stickers and that the client’s standards are maintained anytime a 3rdparty vehicle is used as much as possible.


    • Monitor all daily vehicle movements (including SXS in Mombasa) and be in touch with the drivers to ensure they arrive in good time, 30 minutes before the pick-up time and drop off in line with Airline check in times.


    • Be in uniform, presentable and with a positive attitude


    • Reconfirming and helping clients with flight amendments at JKIA and or Wilson, handling any flight changes, lost luggage and any other issues especially when arising after office hours.


    • Handling problems to do with flight changes, lost luggage and any other issues especially when arising after office hours


    • Ensuring and monitoring client’s luggage is accurately tagged, stored & recorded as per GWSA standards and delivery of the same efficiently executed in liaison with the Customer service transport coordinator and the assigned driver


    • Being the 24-hour emergency number for overseas agents / clients to call and to handle this in a professional way. Ensuring this phone is always charged, on and working including emails.


    • Handling emergencies to the best of my ability with the support of the team


    • Notifying the Customer Service Manager and Directors immediately of any serious complaint from clients


    • Ensuring that at all times you have an updated service list inclusive of all clients’ top sheet, and transfer movements of ALL clients traveling with the client within East Africa


    • Ensure to liaise with the clients outbound GSA on client’s arrivals/departures.


    • Ensure to call clients on safari especially outbound safaris within East Africa as assigned by the Customer Service Supervisor and providing feedback via email to the office with a written record of the same on the Outbound safari book.


    • Any other job that may be assigned by the Management/Directors






    • A Diploma in a Business related course


    • Experience in Customer Services


    • MS office suite



Personal Qualities and Behavioral Attributes



    • Ability to plan in advance, prioritizing, time management and utilization of resources.


    • Good oral and written communication skills with ability to effectively communicate in a timely manner on client’s issues and resolutions.


    • Ability to comprehend matters easily and analyze in a logical and professional manner


    • Effective team player, fast & independent thinker and work in an objective and rational manner


    • Focus on ensuring clients are looked after as a key priority regardless of the time


    • Punctuality in regards to reporting time and work deadlines


    • Reliability and honest in disclosing any work related or client issues.


    • Self-motivated and able to work independently



How to Apply


Applications should be made to

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