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Customer Service Agent Job in Kenya

Customer Service Agent (Lamu)
Ground Handling
  • Deploying available CLIENT resources to best advantage in order to satisfy passenger and operational requirements arising during each duty period.
  • Ensuring that Ground Handling Agent and other service suppliers are fully briefed regarding JX requirements and that they deliver them in a timely and efficient manner so that the service handling proceeds smoothly and CLIENT passengers’ expectations are met or exceeded
  • Dealing with problems arising such as delays, disruptions, excess baggage or denied boarding including implementation of the "Options" Scheme, within the guidelines provided by Ground Services Manager in order to retain customer confidence and loyalty.
  • Using initiative to resolve problems outside these guidelines but keeping senior staff informed of the action taken.
  • Investigating and responding to queries, complaints and claims received from passengers are handled in an efficient and timely manner in order to restore passenger confidence.
  • Ensuring the expeditious and accurate completion of all post flight activities including dispatch of messages, reports, forwarding of documentation and completion of station file so that down-line operations can proceed smoothly and any future queries can be responded to.
  • Undertaking various administrative functions including rostering of staff, completion of performance appraisals, reordering of stationery in order to ensure that the CLIENT are disciplined, well motivated, well groomed and able to perform their tasks in an efficient and professional manner.
  • As directed from time to time by the Ground Services Manager or senior station official on duty e.g. assistance in order to meet the needs of the operation.
  • When denied boardings are likely, endeavor to implement Options Scheme and other arrangements to handle the over sales situation.
  • Reconcile uplifted revenue documents and ensure all requirements are completed and included in the flight packet, before it is forwarded to Revenue Accounts.
  • Provide assistance and support to GSM in the follow up of discrepancies and ensure implementation of corrective actions.
  • Assist GSM in completing flight handling and other reports (or to independently prepare them in his absence).
  • Ensure flights are closed and finalized on time.
  • Sales prospecting ie. agents, corporate’s
  • Support sales & ticketing agents within the region by handling escalations, advising customers before escalating issues to Sales & Distribution manager as necessary.
  • Participate in Sales activations and Marketing activities as necessary.
  • Actively build relationships with clients by offering personalized customer care in order to retain and recruit new customers.
  • Educate prospective Customers on auxiliary products and services in order to build an interest and subsequent Sale.
  • Provide Customer feedback regularly on the effectiveness of business processes and products to ensure continued improvement.
  • Actively suggest new ideas and recommendations to meet customer needs.
  • Support travel agents in order to improve relationships with the travel market and increase Agents loyalty.
  • Educate customers on the legal requirements covering their journey such as check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service
  • Promote the Contact Centre to Customers as a convenient access point to for Bookings/Sales.
Internal: Loading Agents

Qualification (Minimum)
  • Minimum level of education - ‘O’ level or equivalent with C- or above
  • Advanced courses in Passenger Services, Ground Operations, Load Control, Baggage Services & Claims.
  • Fluent spoken and written English and Kiswahili
  • Knowledge of Navitaire, SkyPort & SkySpeed a plus
Additional Knowledge and Qualifications
  • Proficiency in the use of IT Basic
  • Good command of MS Office applications
Years of Experience (Minimum)
  • 3 years’ experience in Airport Ground Handling, with at least 2 years’ experience as a Lead Agent / Team Leader and with proven ability or aptitude to lead a team.

CVs to be sent to by latest 12th Nov 2015

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