Customer Support Specialist

About the Role

Join our customer support team to help travelers before, during, and after their African adventures. You'll be the friendly voice that solves problems, answers questions, and ensures every customer has an amazing experience with GoTwende.

Responsibilities

• Respond to customer inquiries via email, chat, and phone
• Resolve booking issues and technical problems
• Process refunds and cancellations according to policy
• Gather customer feedback and identify improvement areas
• Create and maintain support documentation
• Escalate complex issues to appropriate teams

Requirements

• 2+ years of customer support experience
• Excellent written and verbal communication skills
• Strong problem-solving abilities
• Patience and empathy in customer interactions
• Ability to work flexible hours including weekends
• Fluent in English (additional languages a plus)

Nice to Have

• Experience in travel or hospitality industry
• Familiarity with help desk software
• Knowledge of multiple African languages
• Previous remote work experience