Customer Service & Administrative Officer – Kranoc Group

Job Description

Department: Operations / Front Office
Location: Accra
Employment Type: Full-Time
Reports To: General Manager / Chief Executive Officer

Job Summary

The Customer Service & Administrative Officer is responsible for delivering excellent customer service while providing efficient administrative support to ensure smooth daily operations within the travel and tour organization.

The role involves managing client inquiries, coordinating travel bookings, supporting ticketing and visa processes, and maintaining professional front office operations.

Key Responsibilities

Customer Service & Client Relations

• Serve as the first point of contact for walk-in clients, telephone inquiries, and email correspondence.
• Provide accurate information on travel packages, flight bookings, hotel reservations, visa requirements, and tour services.
• Handle client complaints and resolve issues promptly and professionally.
• Follow up on client inquiries, quotations, and bookings to ensure service conversion and customer satisfaction.
• Assist clients in completing booking forms and required travel documentation.
• Promote the company’s services, promotional packages, and special travel deals.
• Build and maintain strong client relationships to encourage repeat business and referrals.

Front Office & Administrative Support

• Manage front office operations and ensure a professional office environment.
• Maintain organized filing systems (both electronic and hard copy) for bookings, invoices, client records, and correspondence.
• Prepare quotations, invoices, receipts, and official correspondence.
• Record daily sales transactions and provide support to the accounts department when required.
• Schedule meetings, appointments, and internal staff activities.

Operational Coordination

• Coordinate courier services and document submissions to embassies and partner organizations.
• Maintain office supplies inventory and liaise with vendors for replenishment.
• Support operational activities including ticketing and visa processing documentation.
• Assist in preparing operational and sales reports for management.

Qualifications & Requirements

Education

• Minimum of a Diploma or Bachelor’s Degree in Business Administration, Hospitality, Tourism, or a related field.

Experience

• 1–3 years of relevant experience in customer service or travel agency operations.

Skills & Competencies

• Excellent customer service and client relationship management skills.
• Strong verbal and written communication abilities.
• Good knowledge of travel processes including ticketing, hotel reservations, and visa procedures.
• Proficiency in Microsoft Office Suite.
• Strong organizational and multitasking abilities.
• Ability to work effectively under pressure and meet deadlines.
• High attention to detail and professionalism.

Key Competencies

• Customer-focused service orientation
• Strong organizational and administrative skills
• Attention to detail and accuracy
• Problem-solving and decision-making ability
• Confidentiality and professional integrity
• Teamwork and collaboration

How to Apply

Qualified candidates should submit a PDF copy of their CV to:

📧 recruitment@thekranocgroup.com

Only shortlisted candidates will be contacted.