Customer Service Agent Job in Kenya

Job Title: Customer Service Agent
Reports To: Ground Handling Supervisor

Role Purpose Statement:

  • To provide a safe, secure, efficient and customer focused passenger services in compliance with regulatory requirements, Company’s policies and Customer airlines procedures.
  • To provide excellent customer service, generate sales and ensure customer satisfaction and retention.
Key Accountabilities / Responsibilities
  • To offer the best available fares and generate sales for all JX clients.
  • To recruit and handle existing and prospective customers in order to win and retain loyalty.
  • To generate both passenger and ancillary sales revenue by creating awareness of JX product. 
  • To promote direct sales so as to reduce distribution costs and increase direct sales revenue.
  • To ensure efficient & effective passenger service in compliance with JX policies/procedures and approved SLA.
  • To ensure compliance with safety & security standards in JX operations to comply with relevant statutory and industry requirements.
  • To protect and enhance revenue collection to meet Company targets.
  • To effectively communicate relevant aspects of service delivery internally and externally to meet customer expectations.
  • Ensure and maintain a healthy, safe and secure working environment in compliance with company procedures and regulatory authorities.
  • Ensure safety and security of company property assigned to the sales office.
  • Adherence to grooming standards and Uniform policy.
Knowledge, Skills, Experience
  • KCSE minimum of C minus.
  • Experience delivering service in demanding consumer environment.
  • Fluency in appropriate foreign languages an added advantage.
  • IATA/UFTAA Foundation or Consultant Level Diploma a plus.
  • Basic airline or travel agency fares and ticketing experience a plus.
  • University degree in Tourism and/or Business related field an added advantage.
Key Performance Indicators
  • Compliance with SLA’s.
  • Customer service delivery reactions/responses.
  • Compliance with non SLA carriers’ policies & procedures.
  • Adherence to safety standards.
  • Highest level of integrity
  • Team player.
  • Customer focused
  • Strong communication skills
  • Proactive/results orientated.
  • Pleasant personality/approachable
  • Resilient.
  • Self motivated.
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