Customer Service Agent x7 at Zambia Airways

Zambia Airways - Location: Zambia, Lusaka

Job closed

Contract

Contract type
Permanent
Application deadline
06/02/2020

Description

Position
Customer Service Agent x7 at Zambia Airways
Vacancies
1
Description

I. POSITION INFORMATION

POSITION TITLE: CUSTOMER SERVICE AGENT
JOB GRADE: ZA7
REPORTS TO (TITLE): SENIOR CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Senior Customer Service Agent, the Customer Service Agent is responsible for reservations, selling, issuing and reissuing of tickets;

III. KEY DUTIES & RESPONSIBILITIES:

  • Handles passengers’ queries and inquiries, reservations and ticketing
  • Support travel trade partners with reservations and ticketing related queries.
  • Makes bookings and gives accurate flight information to Zambia Airways customers and travel agents
  • Contacts booked passengers and advise of any flight changes when these occur.
  • Verify and check that passengers meet immigration, VISA and health requirements prior to ticket issuance
  • Deposits sales funds with company Cashier or in authorized bank as per company policy.
  • Provide feedback and suggestion to the Senior Customer Service Agent on to improve and enhance customer experience.
  • Processing of customer refund applications as per airline fares rules and conditions
  • Attends to passengers at the sales office issues and re-issues tickets, issue relevant documents for excess baggage.
  • Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
  • Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
  • Prepares ticket lift envelopes, flight files sales and other reports and required records.
  • Maintains efficiency and professionalism required to maintain technical competency for the position
  • As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines
  • Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

  • Minimum of Grade 12 G.C.E O level certificate
  • Fluency in English Language
  • Computer literate
  • IATA/UFTAA Diploma
  • Must be prepared to work shifts when assigned at the airport
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Requirements

Min education
Primary school
Required experience
4 Years
Nationality
Not defined
Languages
Not defined
Skills
Not defined
Prerequisites

.

Company

Employer name

Zambia Airways

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