Sales and Ticketing Agent

RwandAir Ltd is Rwanda's national airline, offering domestic and international flights across East, Central, West, and Southern Africa, Europe, and the Middle East from its hub at Kigali International Airport. The airline aims to deliver safe, reliable air transportation, connecting Rwanda globally while ensuring profitability.

The Sales and Ticketing Agent is tasked with providing comprehensive front-line sales, reservation, and ticketing services to both individual customers and travel partners at RwandAir's offices or airport locations. This position is crucial for managing all aspects of customer interactions related to flight bookings, including handling inquiries, issuing and reissuing tickets, processing refunds, and actively promoting the airline's various products and services. The agent plays a vital role in ensuring exceptional customer service delivery and directly contributing to the airline's revenue objectives.

1. Respond to customer inquiries via walk-ins, phone, and email regarding flight bookings and product details.
2. Create reservations, issue, reissue, or revalidate tickets, adhering strictly to airline fare rules and standard operating procedures.
3. Accurately process voluntary refunds, calculate relevant charges, and follow established refund procedures.
4. Actively promote RwandAir's complete range of products, including WB Holidays, excess baggage, seat selection, and lounge access.
5. Provide customers with essential information on travel documentation, visa requirements, baggage allowances, and special service requests.
6. Reconcile daily cash, point-of-sale (POS), and mobile payment transactions, submitting accurate end-of-day sales reports.
7. Ensure all reservation and ticketing activities meet audit, financial, and operational compliance standards.
8. Manage cases of irregular operations, rebooking requests, and resolve customer service issues effectively.
9. Support group bookings, incentive travel, and corporate fare quotation processes as guided by the Sales Manager.
10. Stay informed about current promotions, fare adjustments, flight schedules, and new product offerings.
11. Collaborate with Finance, Revenue Accounting, and Airport Services to ensure smooth customer experiences and payment resolutions.
12. Uphold high standards of professionalism and service excellence consistent with RwandAir’s customer experience guidelines.
13. Provide support at ticketing counters during busy periods or operational disruptions to manage queues and assist customers efficiently.
14. Report any system issues, fare discrepancies, or operational concerns to the relevant authorities for prompt resolution.

1. Hold a Diploma or Bachelor’s degree in Travel & Tourism, Aviation Management, Business Administration, or a related discipline.
2. Possess 1–3 years of experience in airline ticketing, travel agency operations, or airline sales.
3. Demonstrate practical experience with airline reservation and ticketing systems such as Amadeus, Sabre, or similar platforms.
4. Experience in serving B2C and/or B2B clients, including walk-in customers, call-in customers, or corporate travelers.
5. Familiarity with airline fare rules, branded fares, and ancillary product offerings.
6. Working knowledge of IATA/BSP regulations and standard airline ticketing procedures.
7. Proven experience in handling various payment methods including cash, POS, mobile money, and electronic payments.
8. Experience in supporting sales promotions and tactical commercial campaigns.
9. Basic experience in sales reporting and transaction reconciliation.
10. Strong understanding of airline reservation, ticketing, and fare construction principles.
11. Capability to upsell ancillary products like seat selection, baggage, lounge access, and upgrades.
12. High degree of accuracy and meticulous attention to detail in ticketing and financial transactions.
13. Excellent customer service and communication abilities.
14. Capacity to perform effectively under pressure within a dynamic airline operational setting.
15. Skill in managing multiple customer requests simultaneously and efficiently.
16. Robust problem-solving skills for addressing booking changes and customer issues.
17. A compliance-oriented approach with strict adherence to airline policies and audit standards.
18. Ability to accurately reconcile daily sales, payments, and ticket stock.
19. Proficiency in reservation systems, POS tools, and fundamental CRM platforms.
20. A team player capable of collaborating effectively with Sales, Airport Services, and Call Center teams.
21. Flexibility to work shifts, weekends, and public holidays as required.
22. Exhibit professional conduct and strong brand representation.
23. This position is exclusively open to Kenyan nationals.