As a Customer Service Agent at Jambojet, you will be responsible for delivering high-quality customer service while ensuring adherence to safety and security standards during all operations. Under the guidance of the Lead Customer Service Agent, you will handle various customer-related tasks including information dissemination, sales management, and compliance with company policies to enhance the overall customer experience at every touchpoint.
Key Responsibilities
Briefing and Grooming: Attend all briefing sessions and strictly adhere to grooming standards and the airline's uniform policy.
Operational Accuracy: Communicate accurate passenger and baggage data to load control to ensure proper aircraft loading and weight balance.
Passenger Service: Provide safe, secure, efficient, and customer-focused services in compliance with regulatory requirements and company policies.
SLA Compliance: Ensure passenger service delivery meets approved Service Level Agreements (SLAs).
Safety and Security: Comply with relevant statutory and industry requirements; identify and report hazards, near misses, incidents, and accidents.
Flight Operations: Implement departure and arrival processes in strict compliance with safety procedures to ensure punctuality.
Service Recovery: Provide effective remedial actions in cases of service disruptions, delays, or denied boarding.
Revenue Generation: Offer the best available fares, generate passenger and ancillary sales revenue, and promote direct sales to reduce distribution costs.
Customer Retention: Recruit new customers and manage existing relationships to build and maintain loyalty.
Flight Reconciliation: Enhance accurate flight reconciliation and ensure timely transmission of post-departure messages.
Equipment Maintenance: Ensure all systems, equipment, and stationery are in working condition for efficient service delivery.
Baggage Management: Manage mishandled baggage processes, communicate with affected passengers, and coordinate with the insurance department regarding claims.
Qualifications and Experience
Education: A minimum of a Diploma in Hospitality, Passenger Handling, or its equivalent in a relevant field.
Experience: Previous experience in customer service is required, with a preference for candidates from the airline or travel industry.
Certifications: Relevant customer service or airline industry certifications are considered an advantage.
Competencies and Skills
Technical Knowledge: Proficiency in customer service operations and airline-specific systems.
Management Skills: Strong time management and the ability to multitask in a dynamic, fast-paced environment.
Human Relations: Excellent communication and interpersonal skills for effective customer interaction.
Problem Solving: Ability to make quick, effective decisions regarding risk tolerability and customer satisfaction.
How to Apply
Interested and qualified candidates should apply online via the following link: https://www.myjobmag.co.ke/apply-now/1149545. This link will redirect you to the official Jambojet application form hosted on Google Docs. Ensure all required details are completed before the deadline.
