Jambojet Hiring Customer Service Agent

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.