Job
Title: Customer
Service Agent
Reports
To: Ground
Handling Supervisor
Role Purpose Statement:
Role Purpose Statement:
- To
provide a safe, secure, efficient and customer focused passenger services
in compliance with regulatory requirements, Company’s policies and
Customer airlines procedures.
- To
provide excellent customer service, generate sales and ensure customer
satisfaction and retention.
Key
Accountabilities / Responsibilities
- To
offer the best available fares and generate sales for all JX clients.
- To
recruit and handle existing and prospective customers in order to win and
retain loyalty.
- To
generate both passenger and ancillary sales revenue by creating awareness
of JX product.
- To
promote direct sales so as to reduce distribution costs and increase
direct sales revenue.
- To
ensure efficient & effective passenger service in compliance with JX
policies/procedures and approved SLA.
- To
ensure compliance with safety & security standards in JX operations to
comply with relevant statutory and industry requirements.
- To
protect and enhance revenue collection to meet Company targets.
- To
effectively communicate relevant aspects of service delivery internally
and externally to meet customer expectations.
- Ensure
and maintain a healthy, safe and secure working environment in compliance
with company procedures and regulatory authorities.
- Ensure
safety and security of company property assigned to the sales office.
- Adherence
to grooming standards and Uniform policy.
Knowledge,
Skills, Experience
- KCSE
minimum of C minus.
- Experience
delivering service in demanding consumer environment.
- Fluency
in appropriate foreign languages an added advantage.
- IATA/UFTAA
Foundation or Consultant Level Diploma a plus.
- Basic
airline or travel agency fares and ticketing experience a plus.
- University
degree in Tourism and/or Business related field an added advantage.
Key
Performance Indicators
- Compliance
with SLA’s.
- Customer
service delivery reactions/responses.
- Compliance
with non SLA carriers’ policies & procedures.
- Adherence
to safety standards.
Competencies
- Highest
level of integrity
- Team
player.
- Customer
focused
- Strong
communication skills
- Proactive/results
orientated.
- Pleasant
personality/approachable
- Resilient.
- Self
motivated.