Senior Customer Service Agent at Zambia Airways

POSITION TITLE: SENIOR CUSTOMER SERVICE AGENT
JOB GRADE: ZA5
REPORTS TO (TITLE): CHIEF CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Chief Customer Service Agent, the Senior Customer Service Agent is responsible to handle selling, issuing and reissuing of tickets; Checks and handles incoming and outgoing Pax, Baggage and Airfreight in accordance with prescribed policies and procedures.

III. KEY DUTIES & RESPONSIBILITIES:

• Handles selling, issuing and reissuing tickets, MCOs, Hotel Vouchers and other travel documents.
• Participates in giving fare quotations of itineraries and provide the required travel information.
• Makes bookings and gives accurate flight information to Zambia Airways customers.
• Contacts booked passengers and advise of any. flight changes.
• Handles checking of visa, health and immigration requirements.
• Provides feedback and suggestions to Chief Customer services agent on ways to improve customers experience.
• Processing of customer refund applications as per airline fares rules and conditions.
• Ensures that passengers, cargo, and mail are received and properly ticketed, billed and handled and that the necessary records and reports are prepared.
• Participates in a variety of duties in handling passengers, cargo and mail.
• Issues and re-issues tickets, issue required travel 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.
• 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 GCE O level certificate
• Fluency in English Language
• IATA/UFTAA Diploma
• Minimum 3 years industry experience in similar position
• Must be prepared to work shifts when assigned at the airport

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