Customer Experience & Reservations Coordinator

About the role

SALIX Data, a global provider of business process outsourcing, forensic collection, e-discovery processing, cybersecurity and workflow automation services founded in 1999, is hiring a Customer Experience & Reservations Coordinator in Nairobi. The role links customers, hotel partners, event organizers and internal stakeholders, combining customer support, reservations management, hospitality coordination, event support, stakeholder engagement, operational administration and marketing campaign coordination.

Key responsibilities

• Act as the main point of contact for customer inquiries by phone, email and chat, and handle hotel reservations, room bookings, room blocks, confirmations, cancellations and modifications
• Investigate and resolve customer concerns, and escalate complex issues to management
• Manage hotel reservations, room inventories, room blocks, rooming lists and accommodation assignments, and coordinate with hotel partners, event organizers and convention bureaus
• Monitor pickup activity, room block utilization and reservation performance, and support quality assurance of reservation data
• Support lodging coordination for conferences, sporting events, corporate meetings and other client programs, and assist with UAT and testing of booking platforms
• Coordinate the setup, scheduling and deployment of customer outreach and marketing campaigns, prepare campaign materials and track results
• Prepare daily, weekly and ad hoc reports, maintain customer logs and workflow records, and take part in operational meetings and training sessions

Required profile

• Bachelor's degree in Business Administration, Hospitality Management, Tourism Management, Communications, Marketing, Customer Service or a related field
• At least 2 years' experience in customer service, reservations, hospitality operations, travel coordination, event coordination or client support
• Resides in, or is willing to relocate to, Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road (up to Racecourse), Kasarani (Seasons and Hunters area) or Kamiti Road (up to Canopy Stage)
• Willingness to work rotating shifts including weekends and public holidays, five days a week with two rest days, aligned to Eastern Standard Time business hours
• Preferred: hospitality, hotel reservations, travel services, accommodation management, tourism operations or event management experience, and familiarity with CRM, booking or ticketing platforms

Required skills

• Proficiency in Microsoft Office Suite, especially Excel, Outlook, Word and Teams
• Excellent verbal and written communication and strong interpersonal and organizational skills
• Ability to manage multiple priorities and work independently within a team