Contact Centre Agent Job in Kenya

Aug 28, 2016

Job Title: Contact Centre Agent

Reports To:
Shift Leader

Role Purpose Statement: To play a vital role, liaising with our Customers in an endeavor to provide Superior Quality Customer Care and Support always so as to acquire and retain our Customers

Key Accountabilities / Responsibilities
  • Responsible for carrying out Reservations / Ticketing & Sales, as well as promote  Airline Products / Services
  • Providing personalized Customer Service to both internal / external Customers in order to achieve high-standard professional level of Customer Care
  • Answering inbound calls in order for the Airline to be accessible to our Customers and to assist customers with their inquiries
  • Educating our Customers on the products and services offered by the Airline 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 service 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 maximize 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 Airline 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 Service
  • Promote the Contact 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 maximize sales and ensure customer satisfaction
  • Generate auxiliary revenue through sale of Travel insurance, Msafiri credit cards, Rugby t-shirts.
  • Promote the Sales of Airline’s Holiday packages in liaison with the Airline’s 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 Airline’s staff travel
  • Issue other staff and travel Agents rebated tickets.
  • Receive staff rebate requests for processing
  • 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 Airline, and extend calls to staff members
  • Handle all Airline’s general enquiries
  • Recruiting customers on flying blue, Precision Air  royal membership programme ,creating profile for future retrieval
  • To recruit and handle existing and prospective frequent fliers to win and retain loyalty
  • Handle email communication sent to the contact centre, attending to the Customer’s request
  • Maintain a report on all emails handled
  • Reconciling of sales returns to account for personal daily sales and send daily to the Shift Leader
  • Processing refund and ensuring passengers are advised accordingly on the amount refundable.
  • Writing of miscellaneous charge orders(MCO)and invoicing to ensure timely and accurate payment of issued ticket to both direct and indirect corporate
  • Handling GSA services –Ticket issue, flight reconfirmation, revalidations, recruitment of their frequent flier programmes and general flight information thus generating revenue and increasing Airline’s network through joint ventures.
Knowledge, Skills, Experience
  • Fluent German, French or mandarin (Chinese language)
  • Level division III or c+
  • IATA/UFTAA diploma/basic  fare and ticketing courses
  • PC based skills to operate windows package MS Word/Excel/Outlook
  • Excellent customer service skills
  • Excellent people skills.
  • Communication skills
  • Negotiating skills
  • Ability to influence people
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