{"id":3367962,"url":"https://alion.io/job/salix-data-customer-experience-reservations-coordinator","title":"Customer Experience & Reservations Coordinator","company":{"id":697580,"name":"SALIX Data","domain":"salixdata.com","url":"https://alion.io/company/salixdata","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":6500,"max_usd":12000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5657},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-27T19:41:42Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-30T00:09:09Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Founded in 1999 by two brothers with a bold idea that good data can do great things, SALIX Data has grown into a trusted global partner serving more than 2,500 clients worldwide. Operating at the intersection of precision and purpose, we deliver Business Process Outsourcing, Forensic Collection, E-Discovery Processing, Cybersecurity, and Workflow Automation services, stepping in when the stakes are high and accuracy cannot be compromised. What truly distinguishes us is not just our technology, but our people. We do not hire to fill seats; we seek thinkers and builders who question, improve, and take ownership. By placing the right people in the right seats, we create the conditions where excellence follows naturally. Here, ideas are valued, growth is intentional, and roles are platforms for meaningful contribution rather than rigid boxes. The work is real, the expectations are high, and the impact is visible. SALIX stands for Service, Achievement, Leadership, Integrity, and eXpertise, principles that guide how we serve our clients and how we show up for one another every day.\nWe are seeking an exceptional Customer Experience & Reservations Coordinator to join our growing team.\nThis role is ideal for a highly organized, customer-focused professional who enjoys interacting with customers, coordinating reservations, solving problems, and managing multiple priorities in a dynamic environment. You will act as a critical link between customers, hotel partners, event organizers, and internal stakeholders, ensuring seamless booking experiences and outstanding customer service.\nUnlike a traditional customer service role, this position combines customer support, reservations management, hospitality coordination, event support, stakeholder engagement, operational administration, and marketing campaign coordination.\nThe successful candidate will possess excellent communication skills, strong attention to detail, and a commitment to delivering exceptional customer experiences while maintaining operational accuracy and efficiency.\n Customer Experience & Client Support\nServe as the primary point of contact for customer inquiries via phone, email, chat, and other communication channels.\nDeliver exceptional customer experiences through professional, timely, and accurate support.\nAssist customers with hotel reservations, room bookings, room block requests, confirmations, cancellations, modifications, and general lodging inquiries.\nInvestigate and resolve customer concerns, ensuring a positive customer experience.\nConduct outbound communications with customers, event attendees, hotel partners, venues, and event operators.\nProvide reservation guidance and support throughout the customer journey.\nEscalate complex or sensitive issues to management when appropriate.\nMaintain complete and accurate records of customer interactions and follow-up activities.\nSupport customer satisfaction, retention, and service excellence goals.\nReservations & Hospitality Operations\nManage hotel reservations, room inventories, room blocks, rooming lists, and accommodation assignments.\nCreate, modify, update, and cancel reservations while ensuring accuracy and data integrity.\nMonitor hotel pickup activity, room block utilization, and reservation performance.\nCoordinate directly with hotel partners, event organizers, convention bureaus, and internal stakeholders to ensure accommodation requirements are fulfilled.\nValidate reservation data, confirmation records, and booking reports.\nSupport quality assurance initiatives to maintain operational excellence and reservation accuracy.\nAssist with lodging coordination for conferences, sporting events, corporate meetings, and other client programs.\nSupport User Acceptance Testing (UAT) and operational testing associated with booking platforms and system enhancements.\nIdentify operational risks, discrepancies, and opportunities for process improvement.\nMarketing Outreach & Campaign Coordination\nCoordinate the setup, scheduling, and deployment of customer outreach and marketing campaigns.\nPrepare campaign materials using approved systems, templates, and communication channels.\nPartner with client stakeholders and marketing teams to ensure campaigns are launched accurately and on schedule.\nMonitor campaign activities and escalate issues that could affect successful execution.\nAssist with campaign tracking, reporting, and follow-up activities.\nEnsure all campaign activities comply with client requirements and operational standards.\nAdministrative & Operational Support\nParticipate in operational meetings, team huddles, training sessions, and client alignment discussions.\nPrepare daily, weekly, and ad hoc activity reports and status updates.\nMaintain accurate documentation, workflow records, customer logs, and operational reports.\nCoordinate follow-up activities with internal and external stakeholders.\nContribute to continuous improvement initiatives designed to enhance efficiency and service quality.\nPerform additional administrative and operational duties as reasonably assigned.\nEmployment Requirements\nApplicants must:\nProvide a valid Certificate of Good Conduct (Police Clearance Certificate) issued within the last six months.\nReside within, or be willing to relocate to, Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road (up to Racecourse), Kasarani (Seasons and Hunters area), or Kamiti Road (up to Canopy Stage), to ensure a reliable commute to and from the office\nThis position supports international clients and operates on a schedule aligned to Eastern Standard Time (EST) business hours.\nAs part of our customer experience and reservations operations, team members are expected to work a rotating schedule that may include weekdays, weekends, and public holidays based on business and client requirements. Employees will be scheduled for five working days per week and will receive two designated rest days, which may fall on any day of the week.\nGiven the client-facing nature of the role, flexibility, reliability, and consistent attendance are essential. Candidates should be comfortable working within a dynamic, globally connected environment that supports customers, hotel partners, and stakeholders across multiple markets and time zones.\n Required Qualifications\nBachelor’s Degree in Business Administration, Hospitality Management, Tourism Management, Communications, Marketing, Customer Service, or a related field.\nMinimum of 2 years’ experience in customer service, reservations, hospitality operations, travel coordination, event coordination, customer success, client support, or a related role.\nExcellent verbal and written communication skills.\nStrong interpersonal and relationship-management capabilities.\nDemonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail.\nExceptional organizational and time-management skills.\nStrong analytical, problem-solving, and decision-making abilities.\nProficiency in Microsoft Office Suite, particularly Excel, Outlook, Word, and Teams.\nExperience handling customer interactions through phone, email, and digital communication channels in a structured service environment.\nAbility to work independently while collaborating effectively within a team environment.\nPreferred Qualifications\nExperience in hospitality, hotel reservations, travel services, accommodation management, tourism operations, or event management.\nExperience using CRM, reservations, booking, ticketing, or customer support platforms.\nExperience supporting customer outreach, client engagement, or marketing campaigns.\nExperience working with international customers and stakeholders.\nFamiliarity with customer experience best practices and service delivery standards.\nThe Ideal Candidate\nThe successful candidate will be:\nCustomer-focused and service-oriented.\nHighly organized and detail-oriented.\nComfortable engaging with customers and stakeholders across multiple communication channels.\nAble to remain composed, professional, and solution-oriented under pressure.\nSkilled at balancing customer-facing responsibilities with operational coordination.\nProactive, adaptable, and driven by results.\nComfortable working in a technology-enabled, performance-driven environment.\nPassionate about creating exceptional customer experiences.\nWorking Environment\nThis role requires frequent interaction with international customers, hotel partners, event organizers, and internal stakeholder teams. The successful candidate must be comfortable working in a collaborative, fast-paced, and technology-enabled environment where responsiveness, professionalism, accuracy, and customer satisfaction are critical to success.\nCore Competencies\nCustomer Focus & Service Excellence\nCommunication & Interpersonal Effectiveness\nRelationship Management\nStakeholder Engagement\nAttention to Detail\nProblem Solving & Critical Thinking\nPlanning & Organization\nAccountability & Ownership\nAdaptability & Resilience\nTeam Collaboration\nTime Management\nContinuous Improvement\nResults Orientation\nPerformance Measures\nSuccess in this role will be measured through:\nCustomer Satisfaction (CSAT) Scores\nService Responsiveness and Resolution Times\nBooking and Reservation Accuracy\nProductivity and Volume Targets\nCampaign Execution Accuracy and Timeliness\nQuality Assurance Scores\nDocumentation and Reporting Accuracy\nStakeholder Feedback and Collaboration\nAttendance, Reliability, and Professional Conduct\nAdherence to Operational Processes and Service Standards\nWhat Success Looks Like\nSuccessful employees in this role consistently:\nDeliver exceptional customer experiences across every interaction.\nMaintain high levels of reservation accuracy and operational excellence.\nBuild trusted relationships with customers, hotel partners, event organizers, and internal stakeholders.\nDemonstrate accountability, initiative, and ownership of responsibilities.\nExecute outreach campaigns accurately and on schedule.\nContribute ideas that improve processes, efficiency, and service quality.\nOperate as dependable partners to both clients and colleagues.\n This role offers the opportunity to make a meaningful impact by delivering exceptional customer experiences and ensuring seamless reservation and accommodation support for international clients and stakeholders.\nYou will work closely with customers, hotel partners, event organizers, and cross-functional teams to coordinate bookings, solve challenges, and contribute to service excellence. Each interaction represents an opportunity to build trust, strengthen relationships, and help create positive experiences for the customers and partners we serve.\nWe are looking for someone who is customer-focused, proactive, detail-oriented, and committed to delivering high-quality work. In return, you will gain valuable exposure to international customer operations, hospitality coordination, reservations management, and stakeholder engagement while working in a collaborative and growth-oriented environment.\nAt SALIX, you will be empowered to take ownership of your work, continuously develop your professional skills, and contribute to a culture of excellence, accountability, and continuous improvement.\nApplications will be reviewed on a rolling basis. While we appreciate every application, only shortlisted candidates will be contacted.\nSALIX Data Africa is an equal opportunity employer and welcomes applications from qualified candidates of all backgrounds.\nIf you are passionate about customer service, enjoy solving problems, and want to be part of a team that delivers exceptional experiences to customers around the world, we would love to hear from you.","description_format":"text","description_chars":11667,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":["AI Training Data & Annotation","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-10-27T23:52:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/salix-data-customer-experience-reservations-coordinator","json_url":"https://alion.io/job/salix-data-customer-experience-reservations-coordinator.json","meta":{"generated_at":"2026-10-30T04:04:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5501,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":697580},"rest":"https://alion.io/mcp/rest/get_company?id=697580"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsalix-data-customer-experience-reservations-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsalix-data-customer-experience-reservations-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsalix-data-customer-experience-reservations-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/salix-data-customer-experience-reservations-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsalix-data-customer-experience-reservations-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3367962}},{"tool":"search_jobs","arguments":{"company":"salixdata.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3367962},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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