Jambojet is hiring a Contact Centre Agent skilled in customer support, call handling, query resolution, and flight booking assistance.
Role Purpose Statement:
Under
the general direction and guidance of the Helpdesk and Call Centre Supervisor,
the Call Centre Agent provide customer support and information, generate sales,
and ensure customer satisfaction and retention. This role involves efficiently
handling customer inquiries, bookings, and complaints across various channels,
offering the best available fares, generating sales to maintain and enhance
customer satisfaction, thereby contributing to the overall positive image of
Jambojet.
Key Accountabilities/Responsibilities:
- Respond to customer inquiries via phone, email, and social media
platforms, providing accurate information about flights, bookings, and
company policies, and offering the best available fares to generate sales.
- Handle booking reservations, modifications, and cancellations, while
working to recruit and manage existing and prospective customers, aiming
to win and retain loyalty.
- Meet and exceed individual sales/revenue targets, contributing
significantly to the financial objectives of Jambojet.
- Efficiently manage a high volume of inbound and outbound calls,
maintaining a positive and professional demeanor.
- Address and resolve customer complaints with empathy and
professionalism, escalating complex issues as needed.
- Maintain up-to-date knowledge of Jambojet’s services, promotions,
and policies, and generate awareness of products to enhance customer
service and sales.
- Collect and record custlomer feedback and insights to contribute to
the improvement of services and customer satisfaction.
- Collaborate with other departments to resolve customer issues and
provide consistent service, ensuring the safety and security of company
property in the call centre.
- Ensure adherence to all company protocols and standards in customer
interactions.
- Collect and report customer feedback and insights, and demonstrate
leadership by actively participating in company activities and offering
suggestions on improving the product and customer experience.
Know-how:
- Technical Knowledge: Basic knowledge of airline or travel agency
fares and ticketing.
- Management Skills: Effective in handling multiple tasks, with good
organizational and time management skills.
- Human Relations Skills: Excellent communication skills with an
ability to empathize with customers.
- Specialized Knowledge: Understanding of the airline industry,
customer service principles, problem-solving techniques, and direct sales
strategies.
- Problem-Solving:
- Thinking Environment: Ability to work in a fast-paced environment,
handling various customer needs and situations.
- Thinking Challenge: Resolving customer issues effectively, often
requiring quick thinking and decision-making.
- Accountability:
- Freedom to Act: Empowered to handle routine customer inquiries and
issues autonomously, with more complex situations escalated.
- Magnitude: Direct impact on customer satisfaction, sales generation,
and the company’s reputation.
- Impact of Decisions: Decisions and actions affect customer
experience, loyalty, and potentially, the company’s revenue and
reputation.
Qualifications:
- Education: IATA/UFTAA Foundation or Consultant Level Diploma
required.
- Experience: A minimum of 1 year experience in a call or customer
service role is preferred.
- Certifications: Relevant industry certifications. Membership to
professional bodies is an added advantage.
How to Apply
