Customer Service Supervisor Jobs at Kenya Airways
Customer Service Supervisor Jobs at Kenya Airways
Ensure and maintain a healthy, Safe, Secure and Cost-effective operation for Kenya Airways and customer airlines operations, in compliance with the relevant industry regulatory and legislative requirements, company procedures, and regulatory authorities.
Deliver a focused, high quality customer service by animating, leading and supervising the customer service’s agent team. Ensure that the passenger handling product is compliant to regulatory requirements, company policies and customer airlines procedures.
Responsibilities
Embrace and maintain a positive safety culture, a healthy and secure working environment in passenger services in compliance with relevant legislative and industry standards.
Identify and report hazards, near misses, incidents and accident.
Oversee the provision of efficient, high quality customer service delivery in day to day operations for Kenya Airways and Customer Airlines at all customer touch points according to the agreed Service Level Agreements and Company Policies in order to delight the customer and improve the overall customer experience at JKIA.
Consult, communicate and disseminate information as appropriate to passengers, staff and third party service providers in order to eliminate lapses in service delivery resulting from lack of information.
To maintain a good relationship with other airlines and airport stake holders to facilitate the smooth operations of KQ.
Ensure smooth and effective transfer of customers at JKIA.
Implement departure and arrival processes in strict compliance and accordance to the laid down safety and security procedures and in a timely manner in order to guarantee consistency in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from flights, passenger screening/profiling).
Adhere to laid down procedures that will enhance accurate flight reconciliation and post departure transmission of messages.
Maximize revenue through collection of excess baggage charges, change of reservation charges, while maintaining high quality customer service at all touch points.
Promote costs control awareness amongst the team.
Conduct quality spot checks to ensure compliance with safety and security procedures, service standards and recommended practices
Lead,
motivate and develop staff while ensuring discipline and grooming standards among Passenger Services Staff are adhered to as per the Corporate Uniform Guide.
Handle staff administrative issues including appraisals, disciplinary actions, leave plan etc.
Brief staff and plan the efficient allocation of tasks and resources in liaison with Hub Implementer.
To ascertain that all systems, equipment and stationery are in working condition and readily available respectively for efficient delivery of passenger handling services in all customer touch points.
To ascertain efficient procedures and best practices in document verification are implemented in order to minimize risks to the airline without compromising on customer service
Plan, make decisions and carry through effective remedial actions in service recovery during IRROPS, oversales and connectivity planning.
Ensure the delivery of third party service providers meets the agreed Service level agreement.
Champion KQ WAY principals and best practices.
Qualifications
Diploma in Customer Service or equivalent hospitality related discipline
Minimum ‘‘O’ level grade or C plain or equivalent
3 to 5 years’ experience in customer service/guest facing function
Computer literate
Excellent knowledge of KQ product
Good negotiation and analytical skills
Excellent communication and interpersonal skills
Ability to manage and develop staff
Revenue and cost sensitive
Knowledge of Customer Airlines SGHA and SLA implementation an added advantage
Foreign language, an added advantage
How to Apply
Interested and qualified candidates should apply online by 31st July 2019
For more information and job application details, see; Customer Service Supervisor Jobs at Kenya Airways
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