Summary
Date Posted: Thursday, October 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
3 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 through the collection of excess baggage charges and change of RESA penalties without compromising on 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.
• 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

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
• An application letter addressed to Director, Human Resources;
• Recent Curriculum Vitae;
• Medical Certificate ;
• Relevant certificates;
• A photocopy of Rwanda’s national identity card;
• Three referees
The deadline for submitting your applications is on October 25, 2022. Please send your application to recruitment@rwandair.com 
NB: Only shortlisted candidates will be contacted.

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