About Company
Zara Tours is a leading and long-established tour operator based in Moshi, Tanzania, renowned for offering unforgettable adventures across East Africa. With decades of experience, we specialize in meticulously planned Kilimanjaro climbs, exhilarating wildlife safaris, and enriching cultural tours, providing unparalleled service, safety, and authentic experiences. Our commitment extends beyond the journey itself, ensuring our clients receive exceptional support from the initial inquiry through to comprehensive post-trip follow-up. We pride ourselves on creating lifetime memories for our diverse global clientele while consistently contributing positively to local communities and vital conservation efforts. Join our dedicated and passionate team and be a part of an organization that brings dreams to life, making a tangible difference in the lives of both travelers and local residents.
Job Description
We are seeking a highly motivated, empathetic, and detail-oriented Client Success Agent to join our remote after-sales support team. This critical role is designed for individuals passionate about delivering outstanding post-purchase care and ensuring client satisfaction long after their adventure concludes. As a Client Success Agent, you will be the primary point of contact for clients requiring assistance, feedback, or resolution regarding their past experiences with Zara Tours. You will skillfully handle a diverse range of inquiries related to travel documents, post-trip feedback, lost and found items, future booking interests, and general support, all while working from the comfort of your home in the Moshi, Kilimanjaro Region. This is more than just traditional customer service; it’s about building lasting relationships and reinforcing Zara Tours’ esteemed reputation for excellence and reliability. You will play a pivotal role in transforming potential post-trip issues into opportunities for glowing reviews and repeat business, consistently demonstrating our unwavering commitment to client success and satisfaction.
Key Responsibilities
- Proactively engage with clients post-trip to gather comprehensive feedback and ensure complete satisfaction.
- Respond promptly and professionally to all after-sales inquiries via email, phone, and chat channels.
- Resolve client issues, complaints, and service concerns with empathy, efficiency, and a solution-oriented approach.
- Provide accurate and detailed information regarding past bookings, future travel options, and company policies.
- Assist clients with lost and found inquiries, coordinating seamlessly with on-ground operational teams as needed.
- Document all client interactions, resolutions, and feedback accurately and thoroughly in the CRM system.
- Identify opportunities for continuous service improvement based on recurring client feedback and emerging trends.
- Collaborate effectively with other departments (e.g., operations, sales, marketing) to ensure a seamless and integrated client experience.
- Contribute to the development and enhancement of FAQs and knowledge base articles for common after-sales queries.
- Maintain a high level of product and service knowledge across all Zara Tours offerings to address diverse client needs comprehensively.
Required Skills
- Excellent verbal and written communication skills in English, with a professional and engaging tone.
- Proven experience (minimum 1 year) in a customer service or client-facing role, preferably in a remote setting.
- Strong problem-solving abilities, critical thinking, and meticulous attention to detail.
- Ability to work independently, prioritize tasks, and manage time effectively in a remote work environment.
- Proficiency in using CRM software (e.g., Salesforce, Zoho CRM) and standard office applications (e.g., Google Workspace, Microsoft Office Suite).
- Exceptional interpersonal skills, patience, and a genuine desire to help and support people.
- High-speed, reliable internet connection and a dedicated, distraction-free home office setup.
- Flexibility to work occasional evenings or weekends as needed to accommodate international client time zones and urgent support requests.
Preferred Qualifications
- Fluency in an additional language (e.g., Swahili, French, German), enhancing communication with a broader client base.
- Prior experience in the travel, tourism, or hospitality industry, providing relevant context.
- Familiarity with East African travel destinations, cultural nuances, and logistical considerations.
- A degree or diploma in Hospitality Management, Tourism, Communications, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives recognizing your contributions.
- Opportunity to work remotely from Moshi, offering significant flexibility and promoting work-life balance.
- Comprehensive professional development and continuous training opportunities to enhance your skills.
- Generous discounts on Zara Tours travel packages for personal use, allowing you to experience our adventures firsthand.
- A supportive, collaborative, and diverse team environment that values innovation and mutual respect.
- Contribution to a reputable company dedicated to sustainable tourism practices and meaningful community development initiatives.
- Access to health insurance benefits, ensuring your well-being.
How to Apply
If you are a client-focused individual with a profound passion for travel and a commitment to delivering exceptional after-sales service, we wholeheartedly encourage you to apply! Please click on the application link below to submit your comprehensive CV and a compelling cover letter detailing your relevant experience and explaining why you are the ideal candidate for this remote Client Success Agent position. In your cover letter, please specifically highlight your experience with after-sales support, your approach to client satisfaction, and your proven ability to thrive in a remote work environment. We eagerly look forward to reviewing your application!