Customer Experience & Reservations Coordinator

• Job Title: Customer Experience & Reservations Coordinator
• Company: Salix Data
• Location: Nairobi, Kenya
• Job Type: Full-Time
• Category: Customer Care, Success and Service
• Education: Bachelor's Degree (BA/BSc/HND)
• Experience: Minimum of 2 years
• Application Deadline: Not specified
• Serve as the primary contact for customer inquiries received through phone, email, chat, and other communication channels.
• Deliver professional, timely, and accurate customer support.
• Assist with hotel reservations, room bookings, room block requests, confirmations, cancellations, modifications, and accommodation inquiries.
• Investigate customer concerns and provide appropriate resolutions.
• Communicate with customers, event attendees, hotel partners, venues, and event operators.
• Provide reservation guidance throughout the customer journey.
• Escalate complex or sensitive issues to management when necessary.
• Maintain accurate customer interaction records and follow-up documentation.
• Support customer satisfaction, retention, and service excellence objectives.
• Manage hotel reservations, room inventories, room blocks, rooming lists, and accommodation assignments.
• Create, update, modify, and cancel reservations while maintaining data accuracy.
• Monitor hotel pickup activity, room block utilization, and reservation performance.
• Coordinate with hotel partners, event organizers, convention bureaus, and internal stakeholders.
• Validate reservation information, booking confirmations, and reports.
• Support quality assurance activities to maintain operational accuracy.
• Coordinate accommodation arrangements for conferences, sporting events, corporate meetings, and other client programs.
• Participate in User Acceptance Testing (UAT) and operational testing for booking platforms and system improvements.
• Identify operational risks, discrepancies, and opportunities to improve processes.
• Coordinate the preparation, scheduling, and deployment of customer outreach and marketing campaigns.
• Prepare campaign materials using approved systems, templates, and communication channels.
• Work with client stakeholders and marketing teams to ensure campaigns launch accurately and on schedule.
• Monitor campaign activities and report issues that may affect execution.
• Assist with campaign tracking, reporting, and follow-up.
• Ensure campaigns comply with client requirements and operational standards.
• Participate in operational meetings, team briefings, training sessions, and client discussions.
• Prepare daily, weekly, and ad hoc activity reports and updates.
• Maintain accurate documentation, workflow records, customer logs, and operational reports.
• Coordinate follow-up activities with internal and external stakeholders.
• Contribute to continuous improvement initiatives that enhance efficiency and service quality.
• Perform other reasonable administrative and operational duties as assigned.
• A bachelor's degree in Business Administration, Hospitality Management, Tourism Management, Communications, Marketing, Customer Service, or a related field.
• At least two years of experience in customer service, reservations, hospitality operations, travel coordination, event coordination, customer success, client support, or a related role.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-management abilities.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Excellent organizational and time-management skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, Word, and Teams.
• Experience handling customer interactions through phone, email, and digital communication channels.
• Ability to work independently and collaborate effectively with a team.

Preferred Qualifications

• Candidates with the following additional experience may have an advantage:
• - Experience in hospitality, hotel reservations, travel services, accommodation management, tourism operations, or event management.
• - Familiarity with customer relationship management (CRM), reservation, booking, ticketing, or customer support platforms.
• - Experience coordinating customer outreach, client engagement, or marketing campaigns.
• - Experience supporting international customers and stakeholders.
• - Knowledge of customer experience best practices and service delivery standards.
• Employment Requirements
• Successful applicants must also meet the following conditions:
• - Provide a valid Certificate of Good Conduct (Police Clearance Certificate) issued within the last six months.
• - Reside within, or be willing to relocate to, Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road up to Racecourse, Kasarani around Seasons and Hunters, or Kamiti Road up to Canopy Stage, to support a reliable commute.
• - Be available to work according to international client schedules aligned with Eastern Standard Time (EST) business hours.
• - Be willing to work a rotating schedule that may include weekdays, weekends, and public holidays.
• - Work five days per week and receive two designated rest days, which may fall on any day of the week.
• - Demonstrate flexibility, reliability, punctuality, and consistent attendance.
• The Ideal Candidate
• The ideal candidate will be customer-focused, organized, and detail-oriented. They should communicate professionally across different channels, remain calm when handling challenging situations, and balance customer service responsibilities with operational coordination.
• The successful applicant should also be proactive, adaptable, results-driven, and comfortable working in a performance-oriented environment while serving customers and business partners across different markets and time zones.
• How to Apply
• Interested and qualified candidates should apply online through Salix Data's recruitment platform.
• Applicants should follow the instructions provided on the application page and ensure they meet the educational, experience, location, and employment requirements before applying.
• Application Deadline: Not specified. Applicants are encouraged to check the recruitment portal for any updates.
• Important Notice: Never pay money for a job application, recruitment assessment, certificate, or other recruitment-related process.
• For more job description visit: jobopenings.co.ke
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• Nairobi
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