Customer Service Agent (Lamu)
Ground Handling
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
- 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)
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
cvs@careerdirections.co.ke by latest 12th Nov 2015
