Customer Service Agent Job in Kenya

Aug 30, 2016

Job Title: Customer Service Agent
 

Reports To: Ground Handling Supervisor

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.

Email your application and CV to mary.mweni@cdl.co.ke