RwandAir Limited is the flag carrier airline of Rwanda. It operates domestic and international services to East Africa, Central Africa, West Africa, Southern Africa 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. We are looking for interested, qualified and competent candidates to fill the position of:
- Job Title: Call Centre Agent
- Reports To: Call Centre Supervisor
- Department: Commercial
- Duty Station: Kigali, Rwanda
Job Purpose
The Call Centre Agent will work hand in hand with IBE (online team), Commercial, Operations, Finance, Sales and Outstations teams to respond to customer inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information and Boost customer loyalty by offering a proper experience over the phone and on email with a high level of confidentiality.
Key Duties and Responsibilities;
- Answering inbound and outbound calls to learn about their needs, queries or complaints related to RwandAir products and services and ensure they are provided with accurate information and assistance.
- Responds efficiently and accurately to callers, explaining possible solutions and ensuring clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call centre team members based on trust and reliability.
- Call and send notifications to passengers in case of flight schedule changes, cancellations or delays.
- Utilizing software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed Call Centre metrics while providing excellent, consistent customer service.
- Seize opportunities to upsell products or recommend products or services that suit client needs better.
- Manage inbound and outbound calls in a timely and prompt manner, meet customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by going the extra mile
- Practicing and ensuring compliance with company policies and procedures.
- Guide callers through troubleshooting, navigating the company website, and how to access products or services.
- Call centre agent assists in informing passengers about security and safety requirements to the passenger in need.
- Keep the organisation’s reputation of professionalism and maintain the loyalty of the passengers and all other stakeholders.
Desired Profile: Education, Experience and Abilities
- Bachelor’s Degree in Communication, Sales and Marketing, Hospitality Management, Travel and Tourism Management, and Business Studies.
- Previous experience in customer support roles, especially in a Call Centre, and having an IATA/UFTAA International Certificate is an added advantage.
- Computer literate.
- Fluency in English, French, Kinyarwanda, and Swahili is an added advantage.
- Excellent communication, interpersonal & presentation skills;
- Strong Organizational, planning & Analytical Skills;
- Strong telephone and verbal communication skills, along with active listening.
- Familiarity with computers, especially CRM software, and strong typing skills.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- Exceptional customer service skills
- Ability to diffuse tense situations.
- Below 25 years of Age.
How to Apply:
- An application letter addressed to the Chief HR & Administration Officer;
- Recent Curriculum Vitae.
- A photocopy of the Passport/National ID.
- Copies of Degree/Diploma certificates
- Copies of relevant certificates.
- Three referees
The deadline for submitting application documents is February 07, 2024. Please send your application to recruitment@rwandair.com. The position title you apply for should appear in the subject line of your email.
NB: Only shortlisted candidates will be contacted.
