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Customer Service Agent Job in Nairobi, Kenya

Customer Service Agent 
Location: Nairobi, Kenya

 Contract – 2 months 

Availability -

Who We Are:
 Jovago is a hotel booking website launched across Africa allowing guests to search for and book rooms across the continent. 

With over 200,000 destinations online, we provide our customers with full and reliable information about the destination they want to visit. 

We are part of the Africa Internet Holding group of companies (sister company to Jumia, Hellofood, Easy Taxi, Kaymu and Lamudi) 

Our company is part of Africa Internet Group, a global and leading incubator of startups specialized in e-commerce. 

Africa Internet Group is the leading internet group of Africa with already over 3,000 employees in 26 African countries. It is led by top talented leaders offering a great mix of local and international talents and is backed by Millicom, MTN and Rocket Internet. 

Job Description:
 Jovago is looking for a Customer Service Agent to serve customers by providing product and service information; resolving product and service problems, and providing the best possible Customer service to both customers and hotels.

  • Respond to customer questions in a timely manner either via phone, email and chat.
  • Attract potential customers by answering product and service questions in regards to services offered; suggesting information about alternative services.
  • Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Challenge and influence hotel to improve service level and operational standards.
  • Build and maintain strong working relationships with levels of staff at the client hotel.
  • Completion or service reports by collecting and reporting on call log information.
  • Managing oneself and tracking progress with Excel spreadsheets/Smart sheet.
  • Creating trust with all partners
  • Building and leading cross-functional teams that are able to anticipate and deliver solutions to client issues.
  • Support the other organizational teams.
Minimum Educational Requirements:
  • Undergraduate Degree/Diploma in relevant field
Required Experience:
  • 1-2 years’ experience in a similar role
Required Skills & Competencies:
  • Fluency in Kiswahili and English languages is a must.
  • Ability to meet demanding customer service targets
  • Independent and resourceful
  • Strong drive and leadership
  • Impeccable communication skills (spoken and written)
  • Exceptional organizational skills
  • A good understanding of statistics and logic
  • Proficiency in Microsoft Excel
  • Ability to work independently and in a team
  • Able to develop relationships with 3rd parties and the hotel teams.
  • Mentality of client service and taking responsibility beyond direct duties.
  • High level of motivation, determination and commitment.
  • Support the other organizational teams to ensure both customers and hotels get the best possible service.
We Offer You:
  • An amazing learning culture.
  • A flat structured working environment to enable you enhance your skills in customer service
  • A chance to be part of an international team that offers great opportunities for growth
How to Apply:

Interested and suitably qualified candidates to submit their application, including a detailed CV, daytime telephone contact, and two professional referees to: before Friday 20th November 2015. 

Give details of your current salary and the expected salary in this position on the body of your Application Letter. Specify the position you are applying for as the subject of your application .i.e. Application – Customer Service Agent - Contract- Jovago

Jovago is an equal opportunity employer.

Please note that only shortlisted candidates will be contacted for interviews.

Canvassing will lead to automatic disqualification.

No phone calls please.

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