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Tuesday, March 21, 2017
Customer Service Agent Job in Kenya
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.
Passenger Handling experience required
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.
Highest level of integrity
Strong communication skills
Leadership / Management Skills Programs
Report Writing Skills
Post – employment
JX Company Induction
Customer Service skills
Airside Safety Training
Dangerous Goods CAT 9
Aviation Security Awareness
Departure control System – Check-in
Passenger Handling procedures
Basic Fares and Ticketing
Post – employment
Airside Safety Training refresher
Local emergency procedures
Dangerous Goods Refresher
Aviation Security Refresher
Business Etiquette (Telephone and email communication)
Qualified candidates to send their CVs to email@example.com with the subject customer service on or before 5th of April 2017