Customer Services Agent – RwandAir

Job Opening: Customer Services Agent

Title: Customer Services Agent
Company: RwandAir
Deadline: 12th June 2024
Employment Type: Full-time
Location: Kigali International Airport (KIA)

About RwandAir:
RwandAir is the flag carrier airline of Rwanda, headquartered in Kigali. Known for its exceptional service, RwandAir connects Rwanda to numerous destinations across Africa, Europe, and Asia, providing safe and reliable air travel.

Job Description

Job Purpose:
Responsible for customer service delivery to ensure efficient planning, service delivery procedures, flight monitoring, and maximizing incremental airline revenue to ensure profitability and optimal revenue output.

Key Duties and Responsibilities:

• Report security threats and incidents that occurred during daily operations.
• Report safety hazards and incidents identified during daily operations to the Lead Customer Service Agent.
• Ensure efficient passenger handling at check-in, boarding, arrivals, and the lounges for a positive customer experience.
• Access efficient procedures in document verification to minimize risks to the airline without compromising on customer service.
• Advise on service delivery issues related to misconnections, baggage claims, and flight delays for customer satisfaction.
• Ensure a smooth passenger connection.
• Ensure incremental revenue by collecting excess baggage charges and changing RESA penalties without compromising customer service.
• Ensure that check-in procedures are followed while checking passengers both on WB’s network and other airlines.

Desired Profile: Required Education, Experience, and Abilities:

• University graduate in any related field.
• Experience in delivering service in a demanding environment.
• Customer service experience in the hospitality/airline industry.
• Commercial acumen with an overall knowledge of airline operations.
• Excellent command of the English language (written and verbal) is essential, with knowledge of French being an added advantage.
• Mastery of the Amadeus check-in system is an added advantage.
• Excellent computer skills.
• Ability to work independently with minimal supervision.
• Strong communication and interpersonal skills.
• Resilient and self-motivated.
• Proactive and results-oriented.
• Pleasant and presentable.
• Team player.
• Financial awareness.
• Process-oriented.
• Knowledge of IATA recommendations to airlines/travel agencies for selling in the market.

How to Apply

Application Requirements:

• An application letter addressed to the Chief HR & Administration Officer.
• Recent Curriculum Vitae.
• Relevant certificates.
• Copies of academic papers.
• A photocopy of the Passport/National ID.
• Three referees.

Submission Instructions:
The deadline for submitting application documents (Only PDF Format) is June 12, 2024. Please apply via the link: RwandAir eRecruitment

Note: Only shortlisted candidates will be contacted.

For More Information About RwandAir:

• Industry: Air Travel
• Location: Kigali