Purpose

Reporting to the Lead Travel Advisor, the ideal candidate will provide excellent service to the KQ customers to ensure customer satisfaction, loyalty and retention at the lowest cost within the scope of KQ sales business plan.

Responsibilities

Customer Service

• Offer exemplary service to improve customer satisfaction and retention.
• Request all Special service SSR and follow up for actions to ensure seamless service to our customers e.g special meals, wheelchairs, advance seat request.
• Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as per approved procedures.
• Strive to resolve any customer complaints and escalate to Lead Travel Advisor or Customer Relation and follow up feedback.
• Provide professional customer care to our customers.
• Correctly communicate KQ products, schedules & fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs.

Ticketing

• Observe all approved tariff schedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.
• Ensure passenger ticket-correct booking class and seasonality and correct names per passport.
• Offer and facilitate Special Service Requests
• Seamless Servicing for Direct Corporates and Groups requests
• EMD, VOID and Refunds reporting and facilitation of Partner Tickets

Reports

• Share own daily sales report to Lead Travel Advisor for review and reconciliation.

Sales

• Create and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.
• Promote on-line processes (online booking, payment and check in ) to maximize sales
• Generate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats
• Promote KQ value add products as applicable.
• Servicing all Loyalty program members (Flying Blue, Kool Flyers) to increase sales
• Promote KQ Holidays

Safety

• Uphold safety and security standards for the office to safeguard company resources.
• Risk Management: Responsibility on card acceptance policy

Skills

• Teamwork/team player.
• Customer focus.
• Result oriented
• Good organizational skills.
• IT-friendly and comfortable with digital tools.

Qualifications

• “O” level Division III or C+.
• IATA/UFTAA Diploma/Intermediate to advance Airline fares and ticketing.
• Demonstrated product and market knowledge.
• Good communication, negotiation and presentation skills
• Ability to handle pressure and difficult situations with resilience, calmly and effectively.
• Must be a person of unquestionable integrity.