JOB ADVERTISEMENT – CUSTOMER SERVICES AGENT
Job Title: Customer Services Agent
Reports to: Lead Customer Service Agent
Department: Passenger Handling, Ground Services
Duty Station: Kigali International Airport (KIA)
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.
1. 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 passenger connection.
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
2. Desired Profile: Required Education, Experience and Abilities
University graduate in any related field.
Experienced in delivering service in a demanding environment
Customer service experience in the hospitality/airline industry
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 is an added advantage
Must have excellent computer skills
Must be able to work independently with minimal supervision;
Communications/interpersonal skills
Resilient & Self-motivated
Proactive/Results orientated
Pleasant & presentable
Team Player
Financial Awareness
Process-oriented
Knowledge of IATA recommendations to airlines/travel agencies for selling in the market
3. 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 application documents (Only PDF Format) is June 12, 2024. Please apply via the link: https://erecruitment.rwandair.com/
NB: Only shortlisted candidates will be contacted
Click here for more details & Apply
