Customer Service Specialist

AIR SAFFAR AND TOURS LTD; Greater London; On-site; GBP 22,000 - 30,000; Full time

Job summary

HajjGuider is seeking a Customer Service Specialist to support pilgrims before travel with calm, organised and compassionate communication. You will handle enquiries by email, phone and WhatsApp, keep notes tidy, and escalate complex questions as needed.

This role suits someone with customer service or travel support experience who can stay patient, accurate, and helpful when handling multiple conversations and documenting requests.

Qualifications

• Experience in customer service or travel support.
• Ability to communicate clearly and empathetically with pilgrims.
• Strong attention to detail and good organizational skills.

Responsibilities

• Responding to Hajj and Umrah enquiries.
• Following up with families by email, phone, and WhatsApp.
• Helping applicants understand next steps and document requirements.
• Keeping customer notes and internal records tidy.
• Escalating complex package, religious, or travel questions to the right person.
• Helping identify gaps in FAQs and customer resources.

Skills

Customer service

Travel support

Communication

Organization

Tools

Email

WhatsApp

Spreadsheets

CRM tools

Job description

Customer Service Specialist

Support pilgrims before they travel with calm, organised, and compassionate communication.

• Flights
• Hotels
• Guidance

HajjGuider is looking for a customer service specialist who can support pilgrims before they travel and keep communication clear, warm, and organised.

This role is about follow-through. Pilgrims often need reassurance, reminders, and practical answers. The right person should be patient, accurate, and comfortable handling multiple conversations without losing the details.

What the role involves

• Responding to Hajj and Umrah enquiries
• Following up with families by email, phone, and WhatsApp
• Helping applicants understand next steps and document requirements
• Keeping customer notes and internal records tidy
• Escalating complex package, religious, or travel questions to the right person
• Helping identify gaps in FAQs and customer resources

Who this may suit

This may suit someone with customer service, travel support, community admin, or call-handling experience.

You do not need to be a Hajj expert. You do need to be reliable, careful, and comfortable asking for help rather than guessing.

Useful experience

• Customer service or travel support experience
• Comfortable using email, WhatsApp, spreadsheets, and simple CRM-style tools
• Ability to stay calm with worried or confused customers