The Customer Service  Supervisor in charge of transport and departmental operations. You play an important role in ensuring all logistical support on vehicle operations, including client’s ground and air movements in line with the company’s operations policies and procedures and in compliance with vehicle regulations, licenses and laws. Supervision of customer service officers, reservationists, drivers and safari guides by utilizing the knowledge base, planning, coordinating and supervising assigned staff to ensure efficient and effective operations, all customer feedback is dealt with promptly and effectively in accordance with the company's customer service standards.

The Role:

1. In charge of compiling, charting and allocating all day to day clients and vehicle movements within and out of town to various parks and reserves.
2. Organizing and overseeing all safari vehicle movements and regular updating of the safari programmes respectively as per client and driver guide allocation.
3. Conducting QC’s and outsourcing for 3^rd party vehicles/guides as per company policy.
4. Ensure company branding, staff uniforms, presentation and standards of transport services are maintained and also in line with specific service level agreements.
5. Organize and coordinate transport stipend for respective staff as per duty allocations and reviewing returns for approvals.
6. Planning and scheduling of private charter for clients to relevant camp(s) and monitoring their movements.
7. Staff administration of their leave and off days as per reporting lines depending on duty timetable /shifts.
8. Fleet maintenance by conducting inspection and assessment of vehicles prior use and reporting any repairs and or planning for preventive maintenance plans.
9. Ensuring all the drivers and vehicles have all the respective valid driver and motor vehicle licenses respectively and renewed in a timely manner and for motor vehicles by liaising with the Maintenance Manager.
10. Responsible for vehicle tracking system, fuel mileage and weekly reports on all company vehicles
11. Supervising and ensuring that all Drivers, safari guides, and Customer Service officers present their Customer Reports within 24hours as per allocations and check through to identify any incidents and present to the attention of the CSM for follow up.
12. Reviewing and ensuring that all safari guides present the guest safari comment books upon return from safari, check through to identify any incidents and present to the attention of the CSM for follow up.
13. Ensuring through close coordination and monitoring of customer service activities that he team provides the highest level of accuracy and attention to detail in order to deliver excellent customer service.
14. Providing the Customer Service Manager with effective information that will identify areas for improvement, and show progress of individuals in relation to service performance, quality and training needs.
15. Relieve reservations people and CSM when on leave and when called upon/required to do so.

The Candidate:

• Higher Diploma/ Degree in Transportation and Logistics Management and or any other related field.
• 5 years progressive hands on experience in a similar role in the hospitality industry handling Transport Operations.
• 3 years’ experience in a similar role will be an added advantage
• Valid Driver License preferably class B,C,E will be an added advantage
• Strong Knowledge of Kenya/Tour Operator Industry of Transport laws and regulations.
• Knowledge of a Tour operating system preferably Tour plan 

Salary: KES 100,000.00 - KES 140,000.00