Detailed Description        

  • Customer Service
  • Offer exemplary service to improve customer satisfaction and retention.
  • Foresee offi ce functionality and customer comfort by liaising with IS and Maintenance & property to keep Air conditioning, lighting, and computers fully functional at all times.• To 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 fl ights by rerouting, rebooking as per approved procedures.
  • To strive to resolve any customer complaints and escalate to Customer Relation and follow up feedback.
  • Be a role model in providing 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• Responsible for the team ticket issuance in the outlet by observing 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. 
  • Corporate ticket-against approved discounts and Contacts b) Group’s tickets- Against approved groups fare by RM. c) IATA Travel agents’ tickets-Against EMDs d) Excess baggage EMDs-Against approved rates. e) Staff Rebates-against approved i-Pride authorizing class of Travel, Routing, and staff names /dependant. f) Other Airlines tickets – Against approved IATA RES 788. g) Stretcher case handling and ticket-as per policy h) UMNR ticket and handling-as per policy i) CREW tickets-as per approved list from crew scheduling. j) EMDs for Last minute upgrade-as per approved levels by Revenue Management. k) Package Tickets-As per communicated levels by KQ holiday. l) KL/AF/DL/PW tickets- As per GSA agreements. Reports• Prepare and produce Daily/weekly/monthly sales reports to measure sales performance and account for all sales in the retail office. Sharing daily sales returns/reports with finance to ensure compliance in reconciling daily sales. Prepare and produce Daily/weekly/monthly reports on activities relating to IS,RM ,Security, Safety and Maintainance,
  • Produce and reconcile daily sales report and sign off. 
  • For Direct Corporate produce statistical information on weekly basis to assist in evaluating the effi ciency of the Team and to inform on service improvements. Sales• Create and Maintain Customer PROFILE data to assist in distribution of our special promotion .fares to maximize on sales.• Formulate and generate Sales improving processes and strategies to grow revenue Promote on-line processes ( on line booking, payment and check in ) to maximize sales• Generate ancillary revenue through sell of KQ merchandise and ancillary products e.g extra legroom seats• Promote KQ special segments products, e.g. Kool Flyers and Direct Portals, Msafiri Connect and NDC. Servicing all Loyalty program members (Flying Blue, Kool Flyers, etc) to increase sales
  • Promote KQ Holidays Safety 
  • To uphold safety and security standards for the office to safeguard company resources.
  • Risk Management: Responsibility on card acceptance policy
  • Adherence to the sales processes Safe custody of Cash in office
  • Ensure screening and observation of covid protocols in the sales shop since this is a public place.
  • Documentation
  • Processing /proration of refunds 
  • Responsible for safe custody of accountable documents and filing of EMDs/Ticket copy for audit purposes.
  • Preparing and sending proforma invoices to customers.
  • Documentation of company assets within our offices Planning & Administration
  • To prepare and administer the shift/leave roster for optimal utilization of staff and resources
  • Ensure all administrative matters in offi ce are handled as per KQ policy and regulations (Offi ce equipment maintenance, valid licenses, cost cutting cleanliness, uphold KQ brand image) for business continuity.
  • Enhance correct CRS usage and queue management to reduce cost
  • Conduct staff appraisals as per KQ’s policy to measure staff performance
  • To undertake induction, training, and development of new and existing team members.
  • To provide Coaching to each staff within the team and updated feedback from both parties. 
  • To maintain daily opening/closing approved timings for the offi ce while allocating resources appropriately.
  • To ensure all staff have the systems / tools/ stationery required for them to perform their duties
  • To identify ideal Processes and Procedures for Sales offi ce Activities to assist in Agent training and implementation of the same• Perform any other duty as maybe assigned• Sustain standards in the outlets.

Job Requirements        

  • Bachelor’s degree plus 2 years Sales experience.OR Diploma in a business-related field plus 4 years Sales experience
  • 2 years of experience in Fares and ticketing
  • Expertise knowledge in Sales and Ticketing processes
  • Demonstrated product and market knowledge
  • Negotiation Skills
  • Good communication and presentation skills

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