We are looking for a proactive and client-focused Client Experience Officer to manage client relationships, service follow-through, and post-service engagement across Afari Travels and Tours. This role is responsible for ensuring that every client interaction is timely, professional, and reassuring, while also supporting lead generation, proposal follow-ups, and issue resolution.

The Client Experience Officer acts as the bridge between clients, Sales, and the Travel Operations team. The role focuses on maintaining high service standards, tracking client journeys, resolving concerns, and building long-term client relationships through consistent communication and thoughtful follow-ups. Ultimately, this role supports the company's growth by improving client satisfaction, increasing repeat business, strengthening referrals, and protecting the brand's reputation through excellent service delivery and communication.

Core Functions

1. Client Communication, Follow-Ups, and Relationship Management

2. Service Monitoring, Issue Resolution, and De-escalation

3. Post-Service Engagement, Feedback, and Experience Reporting

Functions

1. Client Communication and Relationship Management

a. Manage day-to-day client communication across approved channels, including WhatsApp, email, calls, and designated community platforms.

b. Follow up on sent proposals to confirm receipt, address questions, and support conversion in coordination with the Sales team.

c. Generate and track inbound leads from enquiries, WhatsApp communities, and support interactions, and route qualified leads appropriately.

d. Conduct routine check-in calls with clients to provide updates, maintain relationships, and proactively address concerns.

e. Track client birthdays, anniversaries, and special dates and initiate personalised outreach to strengthen long-term relationships.

f. Maintain accurate client records, communication logs, follow-up notes, and status updates in the Company's CRM Portal.

g. Track each client's journey from enquiry through service completion, ensuring seamless handovers between Sales, Travel, and Operations.

2. Service Monitoring, Quality Control, and Issue De-escalation

a. Monitor ongoing service delivery by the Travel and Operations teams to ensure timelines, expectations, and service standards are met.

b. Conduct routine service quality check-ins with the Travel team to proactively identify risks, delays, or gaps before they escalate into client issues.

c. Ensure compliance with relevant SOPs on client-facing and internal processes.

d. Ensure events are properly recorded on the CRM & Registers.

e. Respond to and manage client support tickets, enquiries, and complaints promptly and professionally.

f. De-escalate issues across WhatsApp communities and other platforms using calm, brand-aligned communication.

g. Escalate unresolved issues to the appropriate internal teams and track them through to resolution.

h. Follow up with clients throughout the resolution process and confirm satisfactory closure.

3. Post Service Engagement and Reporting

a. Conduct post-service follow-ups to confirm client satisfaction and overall experience.

b. Prompt satisfied clients for online reviews, ratings, testimonials, or photos where relevant.

c. Document client feedback, complaints, compliments, and recurring experience issues.

d. Identify opportunities for repeat business, referrals, or re-engagement during follow-ups and route qualified opportunities to the Sales team.

e. Prepare routine Client experience reports highlighting service outcomes, client sentiment, recurring issues, and actionable recommendations for improvement.

f. Collaborate with internal teams to implement service and experience improvements based on feedback and reported insights. g. Support lead warming by re-engaging inactive or dormant leads through check-in messages and calls.