RWANDAIR CALL CENTER AGENTS JOBS

RwandAir is interested in hiring competent person to fill the following position:

JOB TITLE: CALL CENTER AGENTS
REPORTS TO: CALL CENTER SUPERVISOR
DEPARTMMENT: COMMERCIAL
LOCATION: KIGALI

JOB PURPOSE

Being the key contact point between WB and the callers, the general role and purpose of agents is to receive all inbound calls and execute all outbound calls as required. This is not limited to; Answering-incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.

To successfully execute this function, all agents will be required to receive training in the WB reservations systems and passenger handling procedures in general.

DUTIES AND RESPONSIBILITIES

• Answer phones professionally;
• Respond to customer inquiries;
• Research required information using available resources;
• Handle and resolve customer complaints;
• Provide customers with product and service information;
• Process orders, forms and applications;
• Identify and escalate priority issues;
• Route calls to appropriate resource;
• Follow up customer calls where necessary;
• Complete call logs
• Complete call reports

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Business Administration/Management or Social Sciences.
• Qualifications in Customer Relationship Management will be an added advantage.
• Superior oral and written communication skills (Fluency in English, French, Kinyarwanda and Swahili)
• Proficient in relevant computer applications and Good keyboard skills
• Knowledge of customer service principles and practices
• At least 1 year or more experience in a call center environment
• Customer service experience.
• Relevant product knowledge

KEY COMPETENCIES

• Verbal and written communication skills
• Listening skills
• Problem analysis and solving skills
• Customer service orientation
• Organizational skills
• Attention to detail
• Initiative
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience

How to apply:

• An application letter addressed to General Manager -Human Resources
• Recent and detailed curriculum vitae
• Relevant certificates
• A photocopy of passport
• Two passport photos

The deadline for submitting application documents is June 23, 2013 at 4 pm local time at the front desk of our Head Office located at Kigali International Airport, Top Floor building.

General Manager- Human Resources
RwandAir
Kigali International Airport – Main Terminal Building (Top Floor)
Box 7275 Kigali – Rwanda

Only shortlisted candidates will be contacted for interviews