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

JOB DETAILS:
Call Centre Supervisor
Department: Commercial
Duty Station: Kigali, Rwanda
Job Purpose
The Call Centre Agent will work hand in hand with IBE (online team), Commercial, Operations, Finance, Sales and Outstations teams to respond to customer inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information and Boost customer loyalty by offering a proper experience over the phone and on email with a high level of confidentiality.

Key Duties and Responsibilities;
• Answering inbound and making outbound calls to learn about their needs, query or complaint related to RwandAir products and services and ensure they are provided with accurate information and assistance.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call centre team members based on trust and reliability.
• Call and send notifications to passengers in case of flight schedule changes, cancellations or delays.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed Call Centre metrics while providing excellent consistent customer service.
• Seize opportunities to upsell products or recommendations for products or services that may better suit client needs.
• Manage inbound and outbound calls in a timely and promptly customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by going the extra mile
• Practicing and ensuring compliance with company policies and procedures.
• Guide callers through troubleshooting, navigating the company website how to access products or services.
• Call centre agent assists in informing passengers about security and safety requirements to the passenger in need.
• Keep the organization’s reputation of professionalism and maintain the loyalty of the passengers and all other stakeholders.

Desired Profile: Education, Experience and Abilities
• Bachelor’s Degree in Communication, Sales & Marketing, Hospitality Management, Travel and Tourism Management, and Business Studies.
• Previous experience in customer support roles especially in a Call Centreand having IATA/UFTAA International Certificate is an added advantage.
• Computer literate.
• Fluency in English, French, Kinyarwanda, and Swahili is an added advantage.
• Excellent communication, interpersonal & presentation skills;
• Strong Organizational, planning & Analytical Skills;
• Strong telephone and verbal communication skills along with active listening.
• Familiarity with computers, especially with CRM software, and strong typing skills.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.
• Exceptional customer service skills
• Ability to diffuse tense situations.
• Below 25 years of Age.

Job Experience: No Requirements

Work Hours: 8

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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