Join Our Staff

Join the Hikemaniak Team!

Are you passionate about the great outdoors and providing exceptional customer service? Here’s your chance to embark on a thrilling career journey with Hikemaniak! As we expand our team, we are on the lookout for a dynamic and enthusiastic Customer Service Representative to join us in crafting extraordinary adventures for our robust community. If you thrive in a fast-paced, adventure-driven environment and have a genuine love for connecting with people, we want to hear from you! At Hikemaniak, we’re not just a Travel company; we’re a tribe of outdoor warriors dedicated to creating unforgettable experiences. Join us, and let’s explore the world together. Your adventure begins here! 🏞️🚀 #JoinHikemaniak #AdventureAwaits

Brief Description

Reporting to the Team Leader –the position holder will deliver high-quality Customer Service and provide front-line support to customer queries through the allocated channels while living the spirit of Hikemaniak.

RESPONSIBILITIES

• Have the right mindset and Hikemaniak DNA to represent the Brand at the Front line.
• Maintain a positive attitude and calmly respond to customers’ inquiries.
• Ensure the attainment of individual targets towards the team target through cross/up selling providing a one-stop total solution.
• Delivery of high-quality customer service in all interactions with customers that meets and surpasses set individual score targets.
• Update customer records accurately on systems and databases
• Take ownership of all customer issues arising. Manage and resolve customer complaints.
• Attract customers by promoting our adventure tours and company positively, answering questions, and addressing concerns as they arise. Recommend possible adventures to meet the customers’ needs.
• Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
• To provide customers with adventure tour information by clearly explaining the nature of the trails, answering questions, and providing relevant information.
• Responsible for ownership and confidentiality of customer documents/records. Ensure accurate and timely filing of all presented customer documentation.
• To identify and escalate priority issues and where necessary, follow up customer concerns to ensure issues are closed within the agreed SLA. 
• Thorough Hikemaniak product, Services, and systems knowledge.
• Availability and adherence to operational processes and schedules

QUALIFICATIONS

• Diploma or Bachelor’s degree from a recognized Institution.
• Minimum of 3 years experience working in a customer-facing role or a general trade environment
• Excellent understanding of Hikemaniak hiking Tours and Expeditions
• Excellent understanding of Hikemaniak Expedition practices.
• Excellent written and verbal communication skills(articulate) coupled with good listening and critical reasoning skills.
• Proactive, confident energetic and able to prioritize work well while giving high standards of customer service.
• Great service attitude towards customer satisfaction
• Demonstrate ability to handle pressure and perform duties well to completion.
• Demonstrate ability to be a team player, working to achieve own and team targets.
• Computer literacy and Technology Knowledge.
• Proven negotiation skills.
• Excellent collaboration skills and teamwork.

Summit your CV via email: hike@hikemaniak.co.ke