Latest Vacancies at Kenya Airways – May 2024

Customer Excellence Center Agent

Brief Description

To play a vital role, liaising with our customers in an endeavour to provide Superior Quality Customer Excellence and Support always so as to acquire and retain our customers. Responsible for carrying out Reservations/Ticketing & Sales, as well as promote KQ Products/Services.

Detailed Description

  • Providing personalized Customer Service to both internal/external Customers to achieve high-standard professional level of Customer Experience
  • Answering inbound calls in order for KQ to be accessible to our customers and to assist customers with their inquiries
  • Educating our Customers on the products and services offered by KQ 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 experience 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 maximise 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 KQ 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 Experience
  • Promote the Customer Excellence 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 maximise sales and ensure customer satisfaction
  • Generate auxiliary revenue through sale of Travel insurance, Msafiri credit cards, Rugby t-shirts.
  • Promote the Sales of KQ Holiday packages in liaison with KQ 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 KQ staff travel
  • Issue other airline staff and travel Agents rebated tickets.
  • 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 KQ, and extend calls to staff members
  • Handle all KQ general enquiries•

Job Requirements

  • Bachelor’s degree
  • O level division III or C+
  • IATA/UFTAA diploma/basic airline fare and ticketing courses
  • PC based skills to operate windows package MS Word/Excel/Outlook
  • Excellent customer service skills
  • Fluent in one or more foreign language French, Germany, Spanish, Chinese

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Digital Engagement Specialist

Brief Description

Job Purpose Statement: You love blogging, story telling, content creation and curation, smart and innovative email strategies, conversational commerce and other means of digital customer engagement and digital sales? Apply for this exciting role as Digital Engagement Specialist. You will bere-enforcing our vision of direct first through digital customer engagement. This is how we can make a difference in today’s crowded and dynamic marketplace and become part of the daily life of our customers.

Detailed Description

  • Create innovative content strategies to effectively showcase Kenya Airways products and services at the market’s market-place.
  • Lead engage with our growing audience across social media and messaging platforms. Create relevant product information to share with the customer database across the digital touch points.
  • Define the strategy foreach digital touch point to distribute campaigns and content effectively. Create
new and innovative communication proposals through a digital lens based on historical information, current trends & experiences to further evolve our digital footprint.
  • Develop and manage a direct email strategy including trigger email campaigns throughout the customer journey and beyond to maximize sales.
  • Lead A/B testing many various email campaigns to establish the most effective campaigns. Tracking and reporting on email campaigns to guide improvements.
  • Benchmark and ensure all email campaigns comply with current email best practice across industries. Flexible and creative approach to continuously improve.
  • Manage social and web content activity calendar to ensure best possible coverage across channels.
  • Build and manage relations with industry influencers and key stakeholders, engaging in conversations with audiences and keep developing their community.
  • Work with our in-house designers to create visual content with fresh and innovative ideas,re-enforcing a modern, dynamic, and innovative brand image.
  • Define and support customer engagement processes and collaboration.
  • Approach with other areas of social media conversations, such as support and corporate communications.
  • Together with the local teams develop localization strategy for digital to drive local engagement.
  • Identify “up-sell andcross-sell” opportunities through content analysis and deploying responsive content assets and re-targeting programs for higher conversion rates.
  • Leverage and enhance existing data analytics, and develop additional research and data sources as necessary, to inform content strategy development.
  • Measure and communicate results on key performance indicators: Are we achieving targeted results along the key touch points in the designed journeys? Synthesize insights to create actionable recommendations to further drive results.

Job Requirements

  • University Degree BBIT or related field
  • Copywriting skills
  • At least 3 years ’experience in similar role
  • Airline and retail experience will be an added advantage.
  • Strong understanding of social media channels and enthusiastic blogger and customer evangelist
  • Digital marketing and an interest in keeping up to date with new trends in design and video.
  • Effective story teller with evangelizing strategies
  • Understanding of web metrics, digital analytics, data analysis and interpretation.
  • Strong attention to detail with the ability to meet deadlines and produce high quality work.
  • Possess intellectual curiosity.
  • Strong communicator
  • Understanding of html

Additional Details

  • Self-motivated and proactive
  • Achievement, drive& Initiative.
  • Passion for Kenya Airways
  • Industry and Market Knowledge
  • Leading Teams for Excellence
  • Collaborating as a Team

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Team Lead – Customer Excellence Center

Brief Description

The overall purpose of this role is to lead a team of customer excellence centre agents to provide superior customer experience while handling inbound and outbound contacts. The incumbent will be the point of contact for all team members. Key objective isto drive revenue, develop team and ensure adherence to set quality standards and service level expectations for business impact.

Detailed Description

  • Lead, guide and coach members to ensure quality and effective handling of calls, emails, chats and accurate ticketing.
  • Audit tickets issued by reservations/FB team on a daily basis to ensure accuracy and integrity hence safeguard against fraud.
  • Real-time monitoring of all contact channels to ensure high efficiency levels and service excellence (Calls, Emails and Chats)
  • Ensure agents have access to support tools, equipment, systems and stationery for effective performance.
  • Ensure agents are knowledgeable on fare rules and service charge and advise customers correctly.
  • Conduct continual evaluation of processes and procedures to inform improvement efforts on efficiency and operations.
  • Foster a conducive and positive work environment to promote team motivation for high level performance.
  • Handle all escalations from agents to successful conclusion.
  • Ensure an up to date refund/reversal tracker and proactive update of status to customers
  • Uphold safety and security standards for the office to safeguard company resources
  • Forecast call volumes and plan daily staffing levels whilst managing schedule adherence, leave days and training absence
  • Call back loyalty members who redeemed tickets to confirm request and inspect fraudulent activities.
  • Monitor for tickets re-issued and with name change and report any suspicious activity to Customer Excellence & Relations Manager
  • Effectively liaise with other departments to resolve customer complaints beyond purview
  • Conduct call, email and chat review sessions with individual team member on a regular basis. The audits should be captured on the quality review forms with input from both Team Lead and Agent
  • Have the VPM, Sales and Call Traffic board updated at all times
  • Participate in project management.
  • Represent customer excellence centre in interdepartmental meetings and provide feedback an agreement reached

Job Requirements

  • Degree in related Field
  • O’ or ‘A’ level of education
  •  IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
  • 3 years airline experience in sale and ticketing/ Contact Center environment
  • Ability to lead/guide and make decisions
  • Ability to drive performance in a Contact Center environment

Additional Details

  • Teamplayer
  • Good communication skills
  • Excellent KQ product knowledge
  • High level integrity/accountability
  • Positive attitude and Customer oriented

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