Brief Description
To
play a vital role, liaising with our customers in an endeavour to provide
Superior Quality Customer Excellence and Support always so as to acquire and
retain our customers. Responsible for carrying out Reservations/Ticketing &
Sales, as well as promote KQ Products/Services.
Detailed Description
- Providing personalized Customer Service
to both internal/external Customers to achieve high-standard professional
level of Customer Experience
- Answering inbound calls in order for KQ
to be accessible to our customers and to assist customers with their
inquiries
- Educating our Customers on the products
and services offered by KQ 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 experience 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
maximise 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 KQ 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 Experience
- Promote the Customer Excellence 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 maximise sales and ensure customer
satisfaction
- Generate auxiliary revenue through sale
of Travel insurance, Msafiri credit cards, Rugby t-shirts.
- Promote the Sales of KQ Holiday packages
in liaison with KQ 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 KQ staff travel
- Issue other airline staff and travel
Agents rebated tickets.
- 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 KQ, and
extend calls to staff members
- Handle all KQ general enquiries•
Job Requirements
- Bachelor’s degree
- O level division III or C+
- IATA/UFTAA diploma/basic airline fare and
ticketing courses
- PC based skills to operate windows
package MS Word/Excel/Outlook
- Excellent customer service skills
- Fluent in one or more foreign language
French, Germany, Spanish, Chinese
How To Apply