Contact Centre Agent

Jambojet is a Kenyan low-cost airline that operates domestic and regional flights, focusing on providing affordable air travel.

This role involves efficiently handling customer inquiries, bookings, and complaints across various channels, offering the best available fares, generating sales to maintain and enhance customer satisfaction, thereby contributing to the overall positive image of Jambojet.

1. Respond to customer inquiries via phone, email, and social media platforms, providing accurate information about flights, bookings, and company policies, and offering the best available fares to generate sales.
2. Handle booking reservations, modifications, and cancellations, while working to recruit and manage existing and prospective customers, aiming to win and retain loyalty.
3. Meet and exceed individual sales/revenue targets, contributing significantly to the financial objectives of Jambojet.
4. Efficiently manage a high volume of inbound and outbound calls, maintaining a positive and professional demeanor.
5. Address and resolve customer complaints with empathy and professionalism, escalating complex issues as needed.
6. Maintain up-to-date knowledge of Jambojet’s services, promotions, and policies, and generate awareness of products to enhance customer service and sales.
7. Collect and record customer feedback and insights to contribute to the improvement of services and customer satisfaction.
8. Collaborate with other departments to resolve customer issues and provide consistent service, ensuring the safety and security of company property in the call centre.
9. Ensure adherence to all company protocols and standards in customer interactions.
10. Collect and report customer feedback and insights, and demonstrate leadership by actively participating in company activities and offering suggestions on improving the product and customer experience.

1. IATA/UFTAA Foundation or Consultant Level Diploma required.
2. A minimum of 1 year experience in a call or customer service role is preferred.
3. Relevant industry certifications.
4. Membership to professional bodies is an added advantage.
5. Basic knowledge of airline or travel agency fares and ticketing.
6. Effective in handling multiple tasks, with good organizational and time management skills.
7. Excellent communication skills with an ability to empathize with customers.
8. Understanding of the airline industry, customer service principles, problem-solving techniques, and direct sales strategies.
9. Ability to work in a fast-paced environment, handling various customer needs and situations.
10. Resolving customer issues effectively, often requiring quick thinking and decision-making.