# Service Specialist

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/b766980b-8fe2-4571-9de2-13aedf496f20)

## Description

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