Help Desk Executive

About the role

A leading travel and tourism company, recruited through Shugulika Africa Limited, is looking for a Help Desk Executive in Dar es Salaam. The role covers technical and functional support across travel solutions, handling customer inquiries and incidents by phone, chat, web and email, keeping incident reports up to date and improving customer satisfaction.

Key responsibilities

• Provide helpdesk support across the full product range on functional and technical issues.
• Manage incidents from omnichannel sources such as phone, web submissions, chat and email.
• Troubleshoot problems quickly and refer them to the right service provider following escalation procedures.
• Report incidents in the Incident Management System and follow resolution and escalation timelines.
• Identify trends and assist in improving customer satisfaction.
• Take ownership of complex cases and of premier customers, and promote self-service options.

Required profile

• At least 2 years of experience in a travel agency, tour operator or airline environment.
• GDS knowledge; candidates with experience in any GDS system will be considered.
• Experience with CETS or another leisure tool is welcome but not required.
• Strong team player with excellent communication skills and the ability to build customer relationships.