Job Title: Contact Centre Agent
Reports To: Shift Leader
Role Purpose Statement:
To play a vital role, liaising with our Customers in an endeavor to provide Superior Quality Customer Care and Support always so as to acquire and retain our Customers
Key Accountabilities/ResponsibilitiesReports To: Shift Leader
Role Purpose Statement:
To play a vital role, liaising with our Customers in an endeavor to provide Superior Quality Customer Care and Support always so as to acquire and retain our Customers
- Responsible for carrying out
Reservations/Ticketing & Sales, as well as promote the Airline Products/Services
- Providing personalized Customer Service to
both internal/external Customers in order to achieve high-standard
professional level of Customer Care
- Answering inbound calls in order for the
airline to be accessible to our Customers and to assist customers with
their inquiries
- Educating our Customers on the products and
services offered by the airline in order to build an interest and
subsequent Sale
- Providing Customer feedback regularly on the
effectiveness of business processes and products to e.g. Marketing /
Finance / Shift Leader for continued improvement
- Actively involved in suggesting new ideas and
providing recommendations on the improvement of processes/services in
order to meet customer needs
- Actively build relationships with clients by
offering good customer service in order to retain and recruit new
customers
- Support travel agents by efficiently assisting
them with their general enquiries in order to improve relationship with
the travel market and increase Agents loyalty
- Handle customers complaints(denied boarding,
baggage etc) so as to ensure customer satisfaction and retention
- Locate available flights; check on best
connections if more than one flight is involved, determine fare costs to
maximize on revenue while helping passengers to save.
- Help customers find the right itinerary that
fit their needs; apply upgrades on additional costs to generate more
revenue.
- Provide details and accurate fare quotes to
all airline customers to provide the best applicable fare and generate
revenue
- Handling unaccompanied minors, cancel or
change reservations when requested by clients ,reissue, revalidate tickets
and collect applicable fees thus generate income
- Action queues appropriately and
inform passengers on flight changes,confirmations,ticketing time
limits, handle special requests like seats preference ,meals, baggage
requirements waitlists and confirmations, to ensure customers requests are
met and to cut on GDS(Global Distributions System) costs
- Highlight to customers the legal requirements
covering their journey such as passports, visa and health requirements,
check in place, departure time and baggage allowance to avoid
inconveniencing the passengers and ensure seamless service
- Maintain accuracy on all ticket bookings and
issuance in order to maintain good Customer Service
- Promote the Contact Centre as an access point
to carry out Bookings/Sales which brings convenience to the Customer
- Providing online assistance for reservation,
check in, payment so as to maximize sales and ensure customer satisfaction
- Generate auxiliary revenue through sale of
Travel insurance, Msafiri credit cards, Rugby t-shirts.
- Promote the Sales of airline Holiday packages
in liaison with airline Holiday section
- Online sale of excess baggage, handling cool
fliers (student fares) to increase sales and passenger loyalty.
- Capture the opportunity to turn each Call into
a Sales opportunity
- Receive staff rebate requests for processing
- Issue tickets for airline staff travel
- Issue other airline staff and travel Agents
rebated tickets.
- Issue tickets for airline staff travel
- Receive staff rebate requests for processing
- Execute the flight disruption process well in
order to minimise the effect and provide good Customer Care
- Handle flight / schedule disruptions by
calling/sms/emailing the Customers for an update, to ensure passengers
have a seamless service throughout their journey and Carry out service
recovery
- Provide a report on all Flight Disruptions
handled and share the same with all relevant parties
- Facilitate and coordinate tracing of lost,
delayed or misdirected baggage for customers and ensure safe delivery of
the said baggage to win passengers confidence.
- Handle general Cargo enquiries, and liaise
with Cargo section to meet customer needs Handle switchboard enquiries to
the airline, and extend calls to staff members
- Handle all airline general enquiries
- Recruiting customers on flying blue, Precision
Air royal membership programme creating profile for future retrieval
- To recruit and handle existing and prospective
frequent fliers to win and retain loyalty
- Handle email communication sent to the contact
centre, attending to the Customer’s request
- Maintain a report on all emails handled
- Reconciling of sales returns to account for
personal daily sales and send daily to the Shift Leader
- Processing refund and ensuring passengers are
advised accordingly on the amount refundable.
- Writing of miscellaneous charge orders(MCO)and
invoicing to ensure timely and accurate payment of issued ticket to both
direct and indirect corporate
- Handling GSA services –Ticket issue, flight
reconfirmation, revalidations, recruitment of their frequent flier
programmes and general flight informations.Such airlines includes KLM, Air
France, Precision Air, Air Botswana, Martin Air, Continental airline thus
generating revenue and increasing the airline network through joint
ventures.
Knowledge, Sills, Experience
- Fluent Arabic.
- Level division III or c (Plain)
- IATA/UFTAA diploma/basic airline fare and
ticketing courses is an added advantage
- PC based skills to operate windows package MS
Word/Excel/Outlook
Competencies
- Excellent customer service skills
- Excellent people skills.
- Communication skills
- Negotiating skills
- Ability to influence people
Qualified candidates to send their
cvs to cvs@careerdirections.co.ke by 20th Nov 2015