The key duties of Customer Service Coordinator will be:

Customer Service

1. Contacting with most clients – in person or over the phone – that are passing through the region, ideally at the point of entry
2. Provide trip briefings for both groups and FIT clients.
3. Personally handle client related issues.
4. Responsible for handling the 24-hour emergency phone number

Documentation and Reports:

1. Within the DMC, set up systems and documentation for control and analysis of quality issues, ensuring all incidents are logged, with information sources including, but not limited to, Guest Questionnaires and guides/escorts/airport representatives’ reports.
2. Establish trends, investigate and agree actions plans with the direct supervisor to tackle issues arising.
3. Complete monthly Quality Assurance report to be sent to Central Quality Assurance in London by 4^th of following month.
4. Keep a record of refunds given to clients, with a breakdown of amounts paid by the tour operator/agent, the supplier, and the DMC.
5. Report on refunds to be sent to Central Quality Assurance in London, twice a year, due 31^st July and 31^st January.
6. Communicate all ground operational issues on any file to the concerned internal A&K department and external contacts.
7. Where possible, attend operations briefings and make recommendations to improve.

Quality Control

• Collaboration with the existing suppliers

1. Work with existing suppliers to ensure delivery of consistent high quality and, if necessary, work with the Contracting team to replace low performing ones.
2. Carry out regular field quality assurance inspections on hotels, lodges, restaurants, local airlines, customer services staff, guides, drivers, plus vehicles and its supplies, and recommend areas of improvement. Yearly timetable to be agreed with Central Quality Assurance in London.

• Spot Checks

1. Regular (surprise) spot-checks on tour departures, hotel check-in, airport meets & greet and other basic operational procedures, to ensure consistent implementation of approved standards and follow-up to obtain improvement where necessary. 

Desired experience and expertise:

• 5 years’ experience as a Customer Service in the travel field
• Must be proficient with letter writing
• Must have a good telephone manner and be customer orientated
• Excellent verbal and written English communication skills
• Remarkable references

Interested applicants are invited to applying person or send application with full resume indicating qualifications and experience, transcript, expected salary and recent photo to: