Skyward Express, a private airline operating in Kenya, is seeking a Customer Service Agent for its Call Centre. The successful candidate will be responsible for managing passenger inquiries, processing reservations, and handling flight-related operations including ticketing and rebooking. The role requires a professional with high attention to detail and the ability to work under pressure, especially during flight disruptions.
Responsibilities and Duties
Manage flight reservations, ticketing, reissuance, and refunds accurately using GDS systems.
Provide exceptional customer support through the airline's call centre channels.
Handle flight disruptions, including delays, cancellations, and passenger rebooking efficiently.
Resolve customer inquiries and provide accurate information regarding flight schedules and fares.
Maintain high standards of communication and customer handling at all times.
Qualifications and Experience
A Diploma or Degree in Travel & Tourism, Aviation Management, Business Administration, or a related field.
Minimum of 3 years' experience in an airline call centre, travel agency, or aviation customer service environment.
Required proficiency in GDS systems (Amadeus, Galileo, Sabre, or Zenith).
Experience in call center sales is preferred.
IATA qualifications (Foundation in Travel & Tourism, Passenger Fares & Ticketing, or Customer Service/Passenger Handling) are considered an added advantage.
Fluency in both English and Swahili is mandatory; knowledge of additional languages is an asset.
Skills and Competencies
Strong technical knowledge of airline reservations and ticketing procedures.
Ability to handle pressure and maintain composure during stressful flight disruptions.
Excellent communication and interpersonal skills.
Meticulous attention to detail and accuracy in processing travel documents.
How to Apply
Interested and qualified candidates should send their applications to careers@skywardairlines.co.ke. The deadline for application is 30th April 2026.
How to Apply
Interested and qualified candidates should send their applications via email to careers@skywardairlines.co.ke. The application deadline is 30th April 2026.
