RwandAir Ltd is Rwanda’s flag carrier airline. It operates domestic and international services to East Africa, Central Africa, West Africa, Southern Africa, Europe and the Middle East from its main base at Kigali International Airport. Our mission is to provide unsurpassed, safe, and reliable services in air transportation, including strategically linking Rwanda with the outside world while ensuring a fair return on investment. As part of the expansion strategy, we are looking for interested, qualified, and competent candidates to fill the following vacancy:
- Job Title: Customer Services Agent
- Reports to: Supervisor, Customer Services
- Department: Ground Services
- Duty Station: Kamembe Station, Rwanda
Job Purpose
Responsible for customer service delivery to ensure efficient planning, service delivery procedures, flight monitoring, and maximising incremental airline revenue to ensure profitability and optimal revenue output.
Key Duties and Responsibilities;
- Reports security threats and incidents that occurred during daily operations.
- Reports safety hazards and incidents identified during daily operations to the lead Customer Service agent.
- To ensure efficient passenger handling at check-in, boarding, arrivals and the lounges for a positive customer experience.
- To access efficient procedures in document verification to minimise risks to the airline without compromising on customer service.
- To advise on service delivery issues related to misconnections, baggage claims and flight delays for customer satisfaction.
- To ensure a smooth connection of passengers.
- To ensure incremental revenue by collecting excess baggage charges and changing RESA penalties without compromising customer service.
- To ensure that check-in procedures are followed while checking passengers both on WB’s network and other airlines
Desired Profile: Required Education, Experience and Abilities
- University graduate or hospitality diploma, with at least two (2) years of experience in the commercial and tourism industry.
- Experienced in delivering service in a demanding environment
- Customer service experience in the hospitality/airline industry
- Knowledge of airport services and cargo operations.
- Commercial acumen with an overall knowledge of airline operations.
- An excellent command of the English language (written and verbal) is essential, with knowledge of French is an added advantage
- Master of Amadeus check-in system
- Financial awareness.
- Process-oriented
- Knowledge of IATA recommendations to airlines/travel agencies for selling in the market
How to Apply:
- An application letter addressed to the Chief HR & Administration Officer;
- Recent Curriculum Vitae;
- Relevant certificates;
- Copies of academic papers;
- A photocopy of the Passport/National ID.
- Three referees
The deadline for submitting your applications is on February 19, 2024. Please send your application to recruitment@rwandair.com. The subject of your email should have the title of the job you applied for.
NB: Only shortlisted candidates will be contacted.
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