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Reservations & Customer Support Agent

Sales & Reservations

Manage bookings, respond to inquiries, and support guests before their trip.

1. Job Description

As a Reservations & Customer Support Agent, you’ll be responsible for managing guest bookings, responding to inquiries, and providing exceptional support to customers before, during, and after their stay. You will play a key role in ensuring that every guest has a smooth and enjoyable booking experience and that their needs are addressed efficiently

2. Job tasks and Responsibilities

  • Handle reservations through phone, email, and online platforms, ensuring accuracy and efficiency.

  • Provide detailed information to potential guests regarding accommodation, tours, and services.

  • Respond to customer inquiries promptly, offering solutions and answering questions related to bookings, availability, and itineraries.

  • Process cancellations, modifications, and special requests in line with company policies.

  • Maintain detailed records of guest reservations and communications.

  • Coordinate with the front desk, hospitality, and tours departments to ensure smooth guest arrivals and departures.

  • Address customer complaints or issues, resolving them promptly with empathy and professionalism.

  • Keep track of seasonal availability and offer tailored recommendations based on guest preferences.

3. Background, Skills and Experience 

  • Previous experience in customer service, reservations, or hospitality is preferred.

  • Strong communication skills and a customer-focused attitude.

  • Ability to multitask and manage high volumes of inquiries while maintaining a positive demeanor.

  • Familiarity with online booking systems and CRM software.

  • Strong organizational skills and attention to detail.

  • A passion for delivering high-quality service and contributing to guest satisfaction.


4. Minimum Qualifications 

  • High school diploma or equivalent (Bachelor’s degree in Hospitality, Tourism, or a related field is a plus).

  • At least 1 year of experience in customer service, reservations, or a similar role.

  • Proficiency in English (additional languages such as Swahili or French are advantageous).

  • Comfortable using computers and learning new software tools.

  • Ability to work flexible hours, including weekends and holidays, when necessary.

5. Benefits 

  • Competitive Salary – Based on experience and role responsibilities.

  • Health & Wellness Program – Medical benefits and wellness programs to support employee health.

  • Flexible Work Environment – Option to work remotely or from the office.

  • Growth Opportunities – Professional development opportunities, with potential for career advancement.

  • Employee Perks – Discounts on lodging, tours, and activities offered by Base Camp.

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Working at Base Camp

Our team is made up of passionate individuals who love adventure, respect nature, and believe in creating unforgettable journeys for others. Here, your ideas matter. Your energy shapes the experience. And your passion fuels the spirit of Base Camp. While the above qualifications are essential for success in this role, we're especially looking for someone with the energy, passion, and adventurous spirit to help shape a growing team and spark fresh ideas.

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