Job Title: Customer Excellence Center Agent
Hiring Organization: Kenya
Airways
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Airline
Job Type: Full
Time
Salary: KES
Date Posted: 05/07/2024
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
- Additional
Details