Client Support Representative via Live Chat and Calls – Major Travel Plc


Company: Major Travel Plc

Job Title: Client Support Representative via Live Chat and Calls

Salary: Ksh 100k – 120k

Type: Self-Employed (Contract basis)

Location: Nairobi (Office Based – Co-Working Space)

Hours: 9.00 am to 6:00 pm Monday to Saturday

Start Date: June 2024

We are currently recruiting a Client Support Representative to join our team!

Major Travel is a B2B Tour Operator who supplies to Independent Travel Agents in the United Kingdom.

Your role will be to keep agents happy and successfully solve any problems that may arise.

For each call or chat, you will need to reply to the agent’s questions, research account activity and notes, troubleshoot any issues, provide supporting help documentation, and do any number of other tasks. This means you will need the ability to work through several problems simultaneously to be effective.

In addition, you will also be required to assist agents with booking reservations. This can mean booking a hotel room, a car rental, transfers, tours or flights. You may also help plan travel itineraries by suggesting local tourist attractions and places of interest, including promoting our offers.

Duties and Responsibilities:

  • Receive and Promptly Respond to Agent Queries
    • You must make a continual effort to respond to agents as quickly as possible. Once you receive a message/call from an agent, you must listen carefully to their question or complaint before following protocol in order to resolve the issue or answer the question.
  • Document Issues and Resolutions
    • In addition to providing real-time support, you will be responsible for documenting each agent’s question or problem as well as the resulting answer or solution.
    • This way, you can help improve the organization’s overall functionality and efficiency.
  • Learn About New Products and Services
    • In order to help agents as effectively as possible, you must make an effort to remain up to date on all the products and services. It’s especially important for you to learn about new products and services, which agents may be more likely to ask questions about.
  • Develop Service Solutions
    • Since you serve as the organization’s first point of contact, you may be asked to make suggestions about how we can improve our customer service. Thus, you should keep track of general patterns when communicating with agents.
  • Identify Possible Website Errors
    • As we mentioned above, you will often be the first person that an agent will speak with. Because of that, you will be the first within the organization who will be alerted of website errors and other technical problems. If you receive multiple queries about the same issue, this must be reported to the IT department in order to solve the problem as quickly as possible.

Qualifications and Skills

  • Experience of working with new technologies, such as social media, apps and web chat
  • Experience within a customer service environment via Live Chat and Calls
  • Excellent computer skills – working on Windows packages and exceptional typing skills
  • Fluent Spoken English
  • Attention to detail and excellent spelling, grammar, and punctuation in informal and formal written communication.
  • Previous Experience working in Travel and knowledge of a GDS system. (Helpful but not Mandatory) Previous Travel Experience (Helpful but not Mandatory)
  • Ability to use multiple systems at once and learn new ones quickly
  • Ability to use own initiative

How to Apply

If this sounds like the role for you, we would love to hear from you.

Please send your CV to: [email protected]

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