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 / Responsibilities
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 / Responsibilities
- Responsible
for carrying out Reservations / Ticketing & Sales, as well as
promote 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’s Holiday packages in liaison with the Airline’s
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’s staff travel
- Issue
other staff and travel Agents rebated tickets.
- 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 Airline, and extend calls to staff
members
- Handle
all Airline’s 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
information thus generating revenue and increasing Airline’s network
through joint ventures.
Knowledge,
Skills, Experience
- Fluent
German, French or mandarin (Chinese language)
- Level
division III or c+
- IATA/UFTAA
diploma/basic fare and ticketing courses
- 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