Customer Excellence Center Agent at Kenya Airways

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