Jambojet Hiring Sales and Ticketing Agent

Job Title: Sales and Ticketing Agent
Department: Commercial
Reports to: Sales Supervisor
Location: Nairobi, Kenya

Role Purpose Statement:

Under the general direction and guidance of the Sales Supervisor, the Sales and Ticketing Agent is
tasked with providing excellent customer service, generating sales, and ensuring customer satisfaction
and retention.

This role involves handling transactions related to flight bookings, offering the best available fares, managing customer relationships, and promoting Jambojet products and services to increase revenue and loyalty.

Key Accountabilities/Responsibilities:

Proactively offer the best available fares, generate sales, and ensure 100% accuracy in fare quotation and revenue collection.
Focus on meeting and exceeding both individual and station sales/revenue targets through effective upselling and cross-selling of Jambojet products and services.
Engage in recruiting and handling existing and prospective customers to win and retain loyalty for long-term business sustainability and growth.
Provide customers with detailed and accurate information on flight schedules, fares, and promotions to enhance the customer experience and decision-making process.
Assist customers in resolving queries and issues related to bookings, cancellations, refunds, and other ticketing services.
Professionally handle customer complaints and feedback, ensuring prompt and satisfactory resolution to maintain a positive brand image and customer loyalty.
Perform accurate and timely reconciliation of sales returns, maintain accurate records and reports for tracking sales performance and financial accountability. Aim for minimal or no Reservation-related OTI’s (Open Ticket Indicators) to reflect efficiency and accuracy in reservations and ticketing.
Work collaboratively with other departments to ensure a seamless travel experience for customers, fostering a holistic and positive customer journey.
Ensure the safety and security of company property at the sales office and comply with Occupational Health and Safety policies.
Demonstrate leadership through active involvement in company activities and provide suggestions to improve products and customer experiences, fostering an environment of innovation and continual improvement.
Participate in training and development programs to enhance skills, crucial for staying effective in the role and adapting to industry changes.

Know How:

a) Technical Knowledge: Proficiency in ticketing systems, reservation tools, and understanding of airline sales operations.
b) Management Skills: Ability to efficiently manage time and prioritize tasks to meet targets and handle high volumes of customer interactions.
c) Sales Skills: Demonstrated ability in effective sales techniques and customer engagement.
d) Human Relations Skills: Excellent communication and customer service skills, including the ability to empathize, listen actively, and handle challenging customer interactions with patience and professionalism.
e) Specialized Knowledge: Knowledge of aviation industry practices, understanding of fare structures, airline scheduling, promotional offers, and the ability to navigate complex booking systems.

Problem-Solving:

a) Thinking Environment: Operates in a dynamic environment, often needing to make quick decisions based on fluctuating fares, availability, and customer demands.
b) Thinking Challenge: Requires problem-solving skills to address and resolve issues related to bookings, cancellations, refunds, and customer complaints, often needing to balance customer satisfaction with company policies.

Accountability

a) Freedom to Act: Empowered to make decisions within the scope of ticketing and sales operations, following company policies and guidelines, and using discretion to solve customer issues.
b) Magnitude: Directly influences customer satisfaction and loyalty, contributes significantly to sales targets and revenue goals.
c) Impact of Decisions: Decisions and actions have a direct impact on customer experience, brand reputation, and operational efficiency.

Qualifications:

a) Education: Minimum of IATA/UFTAA Foundation or Consultant Level Diploma.
b) Experience: Minimum of 1year experience in airline or travel agency fares and ticketing is preferred.
c) Certifications: Relevant industry certifications. Membership to professional bodies is an added
advantage.