Customer Services Agent , Rwanda Air

DEPARTMENT: Commercial
SECTION: Airports Operations
UNIT: Airports Operations
LOCATION: Kigali

JOB PURPOSE

To ensure efficient and effective customer focused check-in and boarding in compliance with SLA’s customer expectation.

KEY RESPONSIBILITIES

• To ensure efficient and effective check-in and boarding of passengers in compliance with carriers with SLA’s and customer expectations.
• To ensure efficient and effective transit of passengers in compliance with carriers policies/procedures and customers expectations.
• To ensure safe and secure operations and working environment to comply with relevant statutory and industry requirement.
• To protect and enhance revenue collection to meet carriers expectations.
• To effectively communicate relevant aspects of service delivery internally and externally to meet customer expectation.
• To make decisions on service delivery issues, related to misconnections, baggage claims and flight delays, for customer satisfaction.
• To make decisions on service delivery issues related to misconnections, baggage claims and flight delays, for customer satisfaction.

MAIN WORKING RELATIONSHIPS

• Directly responsible to: Customer service supervisor/Airport Manager/ Duty Manager
• Functional relationships with: All senior managers
• External : Government, Industry Stakeholders, Ground Handling Companies, Other Airlines

JOB REQUIREMENTS

• Education and Experience
• A university degree in Travel and Tourism Management or equivalent
• Or at least 2 years of University with relevant experience.
• Relevant IATA/UFTAA qualification
• Certificate in relevant computers applications
• Experienced delivering service in demanding consumer perishable environment.
• Customer service experience hospitality/airline industry

Knowledge, Skills and Abilities

• Knowledge of airport services and cargo operations.
• Commercial acumen with an overall knowledge of airline operations.
• An excellent command of the English language (written and verbal) is essential.
• Process oriented.
• Knowledge of IATA recommendations to airlines / travel agencies for selling in the market.

The deadline for submitting application documents is 22nd February 2011 at 4pm local time at the front desk of our head office located at Kigali International

Airport, Top Floor building
Senior Manager- Human Resources,
RwandAir
Kigali International Airport – Main Terminal Building (Top Floor)
Box 7275 Kigali – Rwanda
Email: recruitment@rwandair.com

Only shortlisted candidates will be contacted. Note: RwandAir is an equal opportunity employer.