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ADEC Kenya Services EPZ Limited (ADEC Kenya), ADEC Innovations' outsourcing headquarters in Africa, hosts the company's business process outsourcing (BPO) and knowledge process outsourcing (KPO) services, providing data-entry services, research data trace, data and document management and back office support. ADEC Kenya also offers eLearning services through ADEC Innovations' capabilities in curriculum design and content development; certifications, simulations and assessments; learning management systems; mobile learning systems; and content conversion. Launched in 2014, ADEC Kenya is an expert in bringing cost-effective onshore and offshore BPO solutions globally.
We are currently seeking an Operation Agent to join our team. This is a full-time position requiring a Diploma qualification. The role is based in the Customer Care, Success and Service field.
As an Operations Agent, you'll play a crucial role in ensuring the smooth operation of our hotel support inquiries and loading rates for our clients. You'll work closely with both our internal teams and external partners, contributing to a positive customer experience while helping the company grow.
Responsibilities
Customer Support (40%) - Handle hotel inquiries through our Zendesk ticketing system, ensuring timely and professional responses. Support tickets as an example relate to user access, room and rate visibility challenges, travel agent details requests and any other correspondence hotels require support with. We also offer support over the phone and through live chat functionality.
Rate Loading (60%) - Ensure accurate rate loading for hotels and implement corporate RFP agreements with meticulous attention to detail, always adhering to company SLAs. We receive rate loading requests via Zendesk ticketing and RFP tools. The ability to use spreadsheets is essential and be confident in vlookup and being able to manipulate data files to be imported into our main CRS system. Speed to market is key to maintain revenue, along with a helpful proactive approach to troubleshoot discrepancies.
Cross-Department Collaboration: Work closely with various departments, including Product, Finance, Demand, Business Development, and Marketing, to ensure seamless operations.
Customer Relationship Management: Foster and maintain excellent relationships with hotels, ensuring they are satisfied with our services. Document all communications and keep members up to date with the process.
Issue Resolution: Handle customer challenges quickly and professionally, ensuring any problems are resolved efficiently to maintain customer satisfaction by escalating to Team Lead & Account Manager for additional support.
Profile
Diploma Graduate from a recognized college or University. Background in Hospitality & Hotel Management is a plus.
Experience
Technology Savvy: Familiarity with Microsoft Office, particularly Excel. Ability to work effectively across several systems and adapt to role-specific tools.
Customer Service Experience: At least 1yr of experience in customer service, with a positive attitude and willingness to learn.
Functional Competencies
Attention to Detail: Demonstrates accuracy and thoroughness in handling requests and documentation while maintaining high-quality standards.
Ability to Follow Processes: Adheres to established procedures, guidelines, and service standards to ensure operational efficiency.
Required Skills
Written Communication: Demonstrates strong written communication skills.
Problem Solving: Identifies issues, analyzes root causes, and provides timely and effective solutions while maintaining a positive customer experience.
Experience Managing Multiple Customer Requests: Effectively prioritizing and handling multiple customer inquiries and support tickets simultaneously while meeting deadlines and maintaining service quality.
Time Management and Organization: Demonstrates the ability to manage workload efficiently, stay organized, and adapt to changing priorities in a fast-paced environment.
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