RwandAir Ltd is the flag carrier airline of Rwanda. 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 position:
- Job Title: Customer Service Agent
- Reports to: Supervisor, Customer Services
- Department: 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 maximizing 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 minimize 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 change of 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 a minimum of 2 years’ experience in the commercial and tourism industry.
- Experienced in delivering service in a demanding environment
- Customer service experience 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 Director, Human Resources;
- Recent Curriculum Vitae;
- Copies of Notarized Degree/Diploma certificates
- Relevant certificates;
- A photocopy of Rwanda’s national identity card;
- Three referees
The deadline for submitting your applications is on April 07, 2023. Please send your application to recruitment@rwandair.com
NB: Only shortlisted candidates will be contacted.
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