Service Specialist
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Before you apply
LocationTatu City, Kiambu County, Kenya
Work modeon-site
SeniorityEntry
Experience1+ yrs
Company size501–1,000 people
PostedJan 13, 2026 · 9mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
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
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
Comfortable working in an office-based environment
Willingness to work scheduled shifts aligned with international time zones, including weekends and public holidays as required
Skills
MS Office
Excel
Outlook
Word
Zoom
Microsoft Teams
About the role
Service Specialist is responsible for delivering high-quality customer service to guests in a fast-paced call center environment.
Responsibilities:
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Handle inbound service calls from guests and prospective passengers
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Identify caller needs and resolve issues to achieve the highest level of customer satisfaction
•
Make outbound calls and provide additional information as needed
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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
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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