Background

Jambojet, a brand of Kenya Airways, is Kenya's first low-cost airline. Operating from Jomo Kenyatta International Airport in Nairobi, Jambojet has set to revolutionize the way you travel by opening up the skies for all to fly for less. We aim to provide affordable air travel because flying really is for everyone. What’s more, Jambojet has a wide variety...

Role Purpose Statement

Under the general direction and guidance of the Lead Customer Service Agent, the Customer Service gent is responsible for delivering high-quality customer service, ensuring adherence to safety and security standards during operations, and efficiently handling various customer-related tasks. This role involves disseminating information, managing sales, maintaining compliance with company policies, and enhancing customer experience at all touchpoints.

Accountability

• Ensure adherence of safety and security standards during operations.
• Direct impact on customer satisfaction, service quality, and operational efficiency.
• Decisions affect customer experience, safety and security compliance, and revenue generation.

Authority

• Has the authority to apply all safety, security, and service standards and procedures as applied in and not limited to this manual.
• Support station emergency response program as per the requirements of the station emergency response plan.
• Has authority to make decisions on risk tolerability when risks are acceptable.

Key Responsibilities

• Attend briefing sessions.
• Adherence to grooming standards and Uniform policy.
• He /she shall communicate accurate and correct passenger and baggage data to load control for proper aircraft loading.
• To provide safe, secure, efficient and customer focused passenger services in compliance with regulatory requirements & Company’s policies.
• Ensure efficient and effective passenger service in compliance with company policies, procedures, and approved Service Level Agreements (SLAs).
• Adhere to safety and security standards in operations, complying with relevant statutory and industry requirements.
• Provide accurate information to passengers and stakeholders, preventing service lapses due to lack of information.
• Identify and report hazards, near misses, incidents, and accidents to maintain a healthy, safe, and secure working environment.
• Implement departure and arrival processes in strict compliance with safety and security procedures, ensuring punctuality.
• Provide effective remedial actions in case of service disruptions, delays, or denied boarding.
• Offer the best available fares, generate passenger and ancillary sales revenue, promote direct sales to reduce distribution costs, and enhance revenue collection to meet company targets.
• Recruit new customers and manage existing ones to win and retain loyalty.
• Enhance accurate flight reconciliation and ensure timely transmission of post-departure messages.
• Ensure systems, equipment, and stationery are in working condition for efficient delivery of services.
• Mishandled Baggage Management: Manage mishandled baggage processes, communicate with affected passengers, and liaise with the insurance department on claims.

Know-How

• Technical Knowledge: Proficiency in customer service operations and airline-specific systems.
• Management Skills: Time management and multitasking abilities in a dynamic environment.
• Human Relations Skills: Strong communication and interpersonal skills for effective customer interaction.
• Specialized Knowledge: Familiarity with airline industry standards, safety and security protocols, and baggage handling procedures.

Problem-Solving

• Thinking Environment: Fast-paced and customer-focused, requiring quick and effective decision-making.
• Thinking Challenge: Balancing customer satisfaction with adherence to safety, security, and operational protocols.

Qualifications

• Education: A minimum of diploma in hospitality, passenger handling or its equivalent in a relevant field.
• Experience: Experience in customer service, preferably in the airline or travel industry.
• Certifications: Relevant customer service or airline industry certifications are advantageous

• Attend briefing sessions.
• Adherence to grooming standards and Uniform policy.
• He /she shall communicate accurate and correct passenger and baggage data to load control for proper aircraft loading.
• To provide safe, secure, efficient and customer focused passenger services in compliance with regulatory requirements & Company’s policies.
• Ensure efficient and effective passenger service in compliance with company policies, procedures, and approved Service Level Agreements (SLAs).
• Adhere to safety and security standards in operations, complying with relevant statutory and industry requirements.
• Provide accurate information to passengers and stakeholders, preventing service lapses due to lack of information.
• Identify and report hazards, near misses, incidents, and accidents to maintain a healthy, safe, and secure working environment.
• Implement departure and arrival processes in strict compliance with safety and security procedures, ensuring punctuality.
• Provide effective remedial actions in case of service disruptions, delays, or denied boarding.
• Offer the best available fares, generate passenger and ancillary sales revenue, promote direct sales to reduce distribution costs, and enhance revenue collection to meet company targets.
• Recruit new customers and manage existing ones to win and retain loyalty.
• Enhance accurate flight reconciliation and ensure timely transmission of post-departure messages.
• Ensure systems, equipment, and stationery are in working condition for efficient delivery of services.
• Mishandled Baggage Management: Manage mishandled baggage processes, communicate with affected passengers, and liaise with the insurance department on claims.

• Proficiency in customer service operations and airline-specific systems.
• Time management and multitasking abilities in a dynamic environment.
• Strong communication and interpersonal skills for effective customer interaction.
• Familiarity with airline industry standards, safety and security protocols, and baggage handling procedures.

• A minimum of diploma in hospitality, passenger handling or its equivalent in a relevant field.
• Experience in customer service, preferably in the airline or travel industry.
• Relevant customer service or airline industry certifications are advantageous