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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.
Competencies
  • Highest level of integrity
  • Team player.
  • Customer focused
  • Strong communication skills
  • Proactive/results orientated.
  • Pleasant personality/approachable
  • Resilient.
  • Self motivated.
Training Requirements
Leadership / Management Skills Programs
Pre-employment
  • Ms Office
  • Report Writing Skills
Post – employment
  • JX Company Induction
  • Customer Service skills
  • Industrial Safety
  • Aviation Security
  • Operations induction
Functional Programs
Pre-employment
  • 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
  • Customer Service
  • Local emergency procedures
  • Dangerous Goods Refresher
  • Aviation Security Refresher
  • Customer Service
  • Skyspeed
  • Business Etiquette (Telephone and email communication)
Qualified candidates to send their CVs to hra@cdl.co.ke with the subject customer service on or before 5th of April 2017

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