Job Title: Customer Service Agent
Reports to: Lead Customer Service Agent
Department: Ground Services
Location: Nairobi, Kenya.
Role Purpose Statement:
Under the general direction and guidance of the Lead Customer Service Agent, the Customer Service
Agent is responsible for delivering high-quality customer service, ensuring adherence to safety and
security standards during operations, and efficiently handling various customer-related tasks.
This role involves disseminating information, managing sales, maintaining compliance with company policies, and enhancing customer experience at all touchpoints.
Key Accountabilities/Responsibilities:
- Ensure efficient and effective passenger service in compliance with company policies,
procedures, and approved Service Level Agreements (SLAs). - Adhere to safety and security standards in operations, complying with relevant statutory and
industry requirements. - Provide accurate information to passengers and stakeholders, preventing service lapses due
to lack of information. - Identify and report hazards, near misses, incidents, and accidents to maintain a healthy, safe,
and secure working environment. - Implement departure and arrival processes in strict compliance with safety and security
procedures, ensuring punctuality. - Provide effective remedial actions in case of service disruptions, delays, or denied boarding.
- Offer the best available fares, generate passenger and ancillary sales revenue, promote direct
sales to reduce distribution costs, and enhance revenue collection to meet company targets. - Recruit new customers and manage existing ones to win and retain loyalty.
- Enhance accurate flight reconciliation and ensure timely transmission of post-departure
messages.
- Ensure systems, equipment, and stationery are in working condition for efficient delivery of
services. - Mishandled Baggage Management: Manage mishandled baggage processes, communicate
with affected passengers, and liaise with the insurance department on claims.
Know-How:
a) Technical Knowledge: Proficiency in customer service operations and airline-specific systems.
b) Management Skills: Time management and multitasking abilities in a dynamic environment.
c) Human Relations Skills: Strong communication and interpersonal skills for effective customer interaction.
d) Specialized Knowledge: Familiarity with airline industry standards, safety and security protocols, and baggage handling procedures.
Problem-Solving:
a) Thinking Environment: Fast-paced and customer-focused, requiring quick and effective decision-making.
b) Thinking Challenge: Balancing customer satisfaction with adherence to safety, security, and operational protocols.
Accountability:
a) Freedom to Act: Operates with autonomy within established guidelines and procedures.
b) Magnitude: Direct impact on customer satisfaction, service quality, and operational efficiency.
c) Impact of Decisions: Decisions affect customer experience, safety and security compliance, and revenue generation.
Qualifications:
a) Education: A minimum of Certificate in hospitality, passenger handling or its equivalent in a relevant field.
b) Experience: Experience in customer service, preferably in the airline or travel industry.
c) Certifications: Relevant customer service or airline industry certifications are advantageous.
