Customer Service Agent
Brief
Description
To provide safe, secure,
efficient, and customer-focused passenger services in compliance with
regulatory requirements, the Company’s policies, and Customer airlines
procedures.
Detailed Description
Provide
efficient, high-quality customer service in day-to-day operations for Kenya
Airways and Customer Airlines at all customer touch points according to the
agreed Service Level Agreements and Company Policies in order to delight the
customer and improve the overall customer experience.
Disseminate information as appropriate to passengers and 3rd Party service providers to eliminate lapses in service delivery resulting from lack of information.
Ensure
smooth and effective transfer of customers.
Implement
departure and arrival processes in strict compliance and accordance with the
laid down safety and security procedures and promptly to guarantee consistency
in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from
flights, passenger screening/profiling).
Implement
laid down procedures that will enhance accurate flight reconciliation and
post-departure transmission of messages.
Proactively
assist in maximizing revenue collection, while maintaining high-quality
customer service at all touchpoints.
Ensure
systems, equipment, and stationery are in working condition and readily
available for efficient delivery of passenger handling services in all customer
touchpoints.
Implement
efficient procedures and best practices in document verification to minimize
risks to the airline without compromising on customer service.
Provide
effective service recovery during IRROPS, over sales, and connectivity planning
as appropriate.
Maintain
grooming standards as per the corporate uniform guidelines.
Contribute
to team effort by accomplishing allocated duties and any other duties as per
operational requirements.
Ensure
up-to-date compliance with all mandatory and functional training.
Uphold
the highest level of integrity at all times.
Adhere
to KQ best practice implementation principles.
Job
Requirements
Certificate
in Passenger Handling Course from KQ Pride Centre
Or
KCSE
C (Plain) with Relevant Diploma Course in Customer Service / Hospitality
Additional
Details
Integrity
Team
player
Proactive
and results-orientated
Warm,
friendly, pleasant and presentable
Good
Communication and interpersonal skills
Resilient
Self-motivated
How To Apply