Purpose
Reporting to Operations Manager CRM & Loyalty, you will play
a key role in enhancing the experience of our most valued customers. This
position is responsible for enhancing the Asante Rewards customer experience
through proactive engagement, efficient handling of enquiries, and support in
flight reservations, redemptions, and disruption management. If you enjoy going
above and beyond to create memorable customer interactions, we want to hear
from you!
Responsibilities
Customer Service &
Loyalty Support
- Deliver
exceptional, professional service to Asante Rewards members.
- Handle
inbound inquiries and assist with program enrolments and account
management.
- Educate
members about Asante Rewards benefits and services to build customer
loyalty.
- Handle
complaints, resolve issues and contribute to customer satisfaction and
retention.
- Propose
improvements to enhance customer loyalty experience.
Reservations & Ticketing
- Assist
members in finding suitable travel options and issue both commercial and
redemption tickets for Kenya Airways and partner flights.
- Manage
special requests (e.g. seats, meals, baggage) and provide travel
documentation guidance (passport/visa/health).
- Ensure
accurate ticket issuance, upsell ancillary services, and optimize bookings
to reduce GDS costs.
- Maintain
accuracy on all flight bookings and issuance in order to maintain good
Customer Service
Disruption Management
- Support
Asante Rewards members and commercially booked customers during flight
disruptions by coordinating rebooking and timely communication.
- Collaborate
with internal teams to execute seamless service recovery.
- Prepare
accurate and timely reports on affected customers to support effective
decision making.
Program Growth
- Actively
recruit new members into Asante Rewards and build affinity with Kenya
Airways frequent flyers.
- Support
to grow program engagement through promotions, partnerships and member
education events.
Skills
- High
integrity and professionalism
- Strong
team spirit and collaboration
- Customer-focused
and results-oriented
- Good
planning and organizational skills
Qualifications
- KCSE
C Plain or O-Level Division III
- IATA/UFTAA
diploma in Airline Fares & Ticketing or relevant Customer Service
certification
- Proficiency
in Microsoft Office (Word, Excel, Outlook)
- Strong
interpersonal and communication skills
- Excellent
customer service orientation
- Fluency
in a foreign language (e.g. French, German, Spanish, Chinese) is a plus
How to
Apply
