Department: Sense of Africa Kenya

Location: Mombasa, Kenya

As part of our ongoing workforce planning, we are developing an internal Talent Pool Database to support our current and future operational needs in Nairobi and Mombasa. This initiative is aimed at identifying qualified, high-potential, service-oriented employees who are interested in career growth and future opportunities within the organization.

Please note that this is a call for expressions of interest only. Applications submitted at this stage will not be processed immediately. Profiles will be reviewed and retained for future consideration, and shortlisted candidates may be contacted once a formal vacancy has been approved and the recruitment process initiated.

The purpose of the talent pool is to enable timely access to pre-qualified internal candidates, allowing for faster engagement and interviews when roles become available.

We invite interested and eligible team members to express their interest in the positions listed below by following the application instructions provided at the end of this advert.

CUSTOMER SERVICE REPRESENTATIVE

The Customer Service Representative will serve as the first point of contact for guests, ensuring smooth arrival and departure experiences while maintaining exceptional service standards. The role involves assisting clients throughout their journey, coordinating with internal departments, and supporting operational efficiency to enhance overall guest satisfaction.

• Meet and assist clients at designated locations, including airports, SGR terminals, and hotels.
• Conduct guest briefings and provide accurate information regarding itineraries, accommodations, and travel arrangements.
• Assist clients with documentation, tickets, and travel materials prior to arrival and during their stay.
• Address guest concerns, lost luggage incidents, and operational challenges promptly and professionally.
• Maintain daily operational reports and updates regarding arrivals, departures, incidents, and guest feedback.
• Be available and respond to duty throughout assigned shifts, including during irregular hours.
• Support the Airport Office Manager in ensuring departmental operations efficiency.
• Build strong working relationships with hotels, airlines, suppliers, and internal teams, and be hands-on on relevant changes or developments in partner hotels or airport procedures to apprise the supervisor accordingly.
• Support the operations team in delivering seamless guest experiences throughout the travel journey.

• • Diploma in Tour Operations, Hospitality, or Customer Care.
  • Fluency in English plus foreign language (either (Japanese, Italian, German, French, Spanish) proficiency is mandatory.
  • Minimum 2 years’ experience in customer service within the tourism or hospitality industry.
  • Strong communication, problem-solving, and interpersonal skills.
  • High attention to detail and strong organizational ability.
  • Computer literacy with knowledge of Excel and Tourplan is an added advantage.
  • Flexibility to work shifts and irregular hours when required.

Interested candidates are encouraged to submit their CV and cover letter, and relevant testimonials detailing their relevant experience by referencing the vacancy number/code to: to atlglobalbusiness@gmail.com and copy (cc) hr@senseofafrica.co.ke (Application for – SOA/HR/TP/2026/07: “CUSTOMER SERVICE REPRESENTATIVE”) or apply below.

Please note that any applications received at this stage may not be processed immediately, as this announcement is a call for expressions of interest only. Applications will be reviewed and considered at a later date, once the formal recruitment or selection process has been initiated.

All applications received will be processed and stored in accordance with Kenya’s data protection regulations. By submitting your application for any of these positions, you grant us consent to process the personal data provided, including your relevant social media handles and, where necessary, to retain this information in our systems for a duration of twelve months.

The salary for this position is competitive and dependent on relevant experience.

ONLY CANDIDATES WITH THE MINIMUM REQUIREMENTS WILL BE CONSIDERED.
WHILST WE DO OUR BEST TO REPLY TO EACH APPLICATION, NON-COMPLIANCE WITH THE ABOVE REQUIREMENTS MAY BE THE CAUSE FOR OUR NON-RESPONSE.