Job Title: Customer Service Agent (NBO & MBA)
Hiring
Organization: Kenya Airways
Location
– Locality: Nairobi
Location
– Region: Kenya
Industry: Avaition
Job
Type: Full Time
Salary: KES
Date
Posted: 08/04/2025
Purpose
To
provide a safe, secure, efficient and customer focused passenger services in
compliance with regulatory requirements, Company’s policies and Customer
airlines procedures.
Responsibilities
- Provide efficient, high quality customer service
in day to day operations for Kenya Airways and Customer Airlines at all
customer touch points according to the agreed Service Level Agreements and
Company Policies in order to delight the customer and improve the overall
customer experience
- Disseminate information as appropriate to
passengers and 3rd Party service providers in order to eliminate lapses in
service delivery resulting from lack of information.
- Ensure smooth and effective transfer of
customers
- Implement departure and arrival processes in
strict compliance and accordance to the laid down safety and security
procedures and in a timely manner in order to guarantee consistency in
punctuality and enhanced.
- Implement laid down procedures that will enhance
accurate flight reconciliation and post departure transmission of
messages.
- Proactively assist in maximizing revenue
collection, while maintaining high quality customer service at all touch
points.
- Ensure systems, equipment and stationery are in
working condition and readily available respectively for efficient
delivery of passenger handling services in all customer touch points.
- Implement efficient procedures and best
practices in document verification in order to minimize risks to the
airline without compromising on customer service.
- Provide effective service recovery during
IRROPS, over sales and connectivity planning as appropriate.
- Maintain grooming standards as per the corporate
uniform guidelines.
- Adhere to KQ best practice implementation
principle
Skills
- Communication Skills
- Problem Solving Skills
- Customer-Centric Mindset
- Multitasking & Time Management
Qualifications
- Certificate in Passenger Handling Course from KQ
Pride Centre Or
- KCSE C Plain with Relevant Diploma Course in
Customer Service / Hospitality
Additional
Qualifications
- Certification/ Diploma in sales and ticketing
will be an added advantage.
- University Degree or Diploma in a related field
will be an added advantage.
- Knowledge in foreign languages: French, German,
Spanish, Chinese etc. will be an added advantage.
Additional
Information
- Positive attitude
- Adaptability
- Computer Literacy
How to Apply
