Dreamline, a reputable and customer-centric transportation company known for excellence in long-distance and intercity travel services, is expanding its team. We are seeking dedicated, dynamic, and service-oriented individuals to join us as Customer Care Representatives.
At Dreamline, our commitment to quality service, comfort, and customer satisfaction forms the foundation of our operations. As the face and voice of the company, our customer care team plays a crucial role in shaping each traveler’s journey—before, during, and after the trip. If you are passionate about delivering exceptional service, thrive in fast-paced environments, and enjoy problem-solving, then this is your opportunity to be part of a growing and trusted travel brand.
This recruitment drive aims to strengthen our service delivery and ensure that each customer interaction reflects the professionalism and reliability associated with Dreamline. Read on to learn more about the role, what it entails, and how you can be part of our dedicated team.
Position: Customer Care Representative
Job Summary:
As a Customer Care Representative at Dreamline, your primary responsibility is to enhance customer satisfaction by offering timely, accurate, and courteous assistance to passengers. Whether it’s helping with travel planning, managing complaints, or supporting ticket sales, your role is pivotal in upholding our commitment to quality service.
You will interact with clients through various channels—telephone, email, and face-to-face engagements—and work closely with internal teams such as drivers, operations, and ticketing to ensure seamless service delivery. This position is ideal for individuals who are empathetic, detail-oriented, and comfortable handling multiple responsibilities in a dynamic work environment.
Key Responsibilities:
- Respond to Customer Inquiries Across Multiple Channels
- Handle all incoming calls, emails, and walk-in inquiries in a professional and courteous manner.
- Provide clear and concise responses to customer questions regarding travel services, including schedules, ticketing, and onboard amenities.
- Offer Travel Information and Support Ticketing Processes
- Share accurate and up-to-date information on travel routes, departure times, fares, luggage policies, and any service changes.
- Assist passengers in making reservations, confirming bookings, processing ticket cancellations, or rebookings when necessary.
- Guide customers through online booking processes where applicable and provide follow-up support.
- Manage Customer Feedback and Complaints
- Act as the first point of contact for resolving customer complaints and service issues.
- Log customer feedback and escalate unresolved issues to the appropriate department for timely resolution.
- Provide professional follow-up communication to keep customers informed about the status of their concerns.
- Recordkeeping and Reporting
- Maintain accurate records of all customer interactions, complaints, inquiries, and transactions in the company’s service management system.
- Generate reports on common issues and recurring feedback to support service improvement initiatives.
- Liaise with Internal Departments
- Collaborate with operations and dispatch teams to verify real-time updates on bus schedules and service interruptions.
- Coordinate with drivers and terminal staff to communicate customer needs or special requests.
- Notify relevant departments about operational changes that may impact customer service.
- Customer Relationship Management
- Build strong relationships with frequent travelers and VIP passengers by offering personalized support.
- Promote Dreamline’s loyalty programs, travel packages, or seasonal offers when interacting with customers.
- Encourage feedback and suggestions that can help improve the customer experience.
- Support Administrative and Front Office Duties
- Assist in organizing and maintaining customer service desks and waiting areas.
- Keep promotional materials and travel brochures up to date and accessible to passengers.
- Support team leads in preparing documentation or reports required for operational reviews or audits.
- Work in Shifts to Support 24/7 Operations
- Be available for rotating shifts, including weekends and public holidays, in line with the company’s round-the-clock operations.
- Maintain punctuality and a professional appearance during all working hours.
- Remain adaptable to extended work hours during peak travel seasons or holiday periods.
- Assist in Crisis Management
- Communicate service disruptions such as delays, cancellations, or emergency reroutes to affected passengers.
- Provide calm and composed assistance in high-stress scenarios, ensuring customer concerns are acknowledged and addressed.
- Work with management to deliver appropriate compensation or remedies to customers when applicable.
- Participate in Training and Performance Development
- Attend regular training sessions on customer service, digital tools, company policies, and emergency response protocols.
- Seek feedback on personal performance and set goals for continuous improvement.
- Contribute to a positive team environment by sharing knowledge and supporting new colleagues.
Qualifications:
- A Diploma in Customer Service, Hospitality, Front Office Operations, or a related field is required. Additional certifications in customer service will be an added advantage.
- Previous experience in a customer service role is preferred, especially within transportation, travel, or hospitality sectors.
- Strong verbal and written communication skills in English and Kiswahili.
- Excellent interpersonal and conflict-resolution skills, with a calm and patient demeanor.
- Ability to work under pressure, handle high customer volumes, and manage multiple inquiries simultaneously.
- Familiarity with ticketing systems, reservation software, and basic office tools such as MS Word, Excel, and email platforms.
- Flexibility to work various shifts, including weekends and public holidays.
Work Environment and Culture:
Dreamline’s customer care team works in both office and field settings, primarily stationed at travel terminals and customer service desks. Team members are expected to be proactive, organized, and responsive. We emphasize professionalism, teamwork, and customer-focused thinking. The work environment is structured but dynamic, ideal for individuals who enjoy continuous engagement with the public and thrive in service-driven roles.
Our workplace values include:
- Respect and empathy for all customers
- Timely and accurate communication
- Continuous learning and professional growth
- Team collaboration and accountability
Why Join Dreamline?
Dreamline is more than just a travel company—it is a platform for career growth, innovation, and public service. By joining our team, you will:
- Contribute directly to the travel experience of thousands of passengers daily.
- Be part of a reputable brand that values customer satisfaction and integrity.
- Receive structured training and mentoring to help you grow professionally.
- Work in a supportive and diverse team environment.
- Get exposure to industry-standard customer service practices and tools.
Dreamline provides all the necessary tools and resources for team members to succeed, including access to real-time travel information, training in customer relations, and performance development support.
Application Instructions:
Interested candidates who meet the requirements outlined above are encouraged to submit their application before deadline.
Click here to Apply
Only shortlisted candidates will be contacted for interviews. Early applications are encouraged, as interviews will be conducted on a rolling basis.
We look forward to welcoming new members to our Dreamline family—individuals who believe in serving with purpose, solving problems with empathy, and delivering service with a smile.
