JOB TITLE: CALL CENTER AGENT
REPORTS TO: CONTACT CENTER HELPDESK AND
SUPERVISOR.
ROLE PURPOSE STATEMENT:
To provide excellent customer service, generate sales, and ensure customer satisfaction and retention.
KEY ACCOUNTABILITIES/RESPONSIBILITIES
To offer the best available fares and generate sales for all JM clients.
To answer all inbound and outbound calls in a timely and friendly manner
To handle customer inquiries through different channels i.e. Phone, email, and social media
platforms.
To recruit and handle existing and prospective customers in order to win and retain loyalty.
To generate both passenger and ancillary sales revenue by creating awareness of JM
products.To promote direct sales so as to reduce distribution costs and increase direct
sales revenue.
Strive to achieve a Call Efficiency target of over 90% and Service Levels of above
80%, while keeping the call abandon rate between 8%-10% per shift, supervised by
the Supervisor.
To maintain high standards of hygiene, and adhere to grooming
standards.
Ensure the safety and security of company property assigned to the
contact center.
To comply with Occupational Health and Safety policy.
Adherence to grooming standards.
KEY PERFORMANCE INDICATORS
100% accuracy in fare quotation and collection of both ticket and ancillary
revenues.Answering all telephone inquiries within the first 3 rings (15 seconds).
Achieve a Call Efficiency target of over 90% and Service Levels of above 80%,
Maintain the call abandon rate between 8%-10% per shift
Meeting and exceeding the individual and station
sales/revenue targets.
Minimal or No Reservation related OTI’s.
Demonstrating leadership through involvement in company activities, and by
providingsuggestions on how to improve the product and customer experience.
KNOWLEDGE, SKILLS, EXPERIENCE
KCSE Minimum of C minus
IATA/UFTAA Foundation or Consultant Level
Diploma Required.
Basic airline or travel agency fares and ticketing
experience a plus.
University degree in Tourism and/or Business related field an added
advantage.
Knowledge of English and Kiswahili.
Experience in a call center is an added advantage.
COMPETENCES
Team player
customer-focused
Strong communication skills
Pleasant personality/approachable
Self-confident and well-groomed
Excellent knowledge of JM product
Highest level of integrit
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