Lead Customer Service Agent

Job Title: Lead Customer Service Agent
Reports to: Ground Services Supervisor
Delegates to: Nominated Customer Service Agent
Department: Ground Services
Location: Nairobi, Kenya

Role Purpose Statement:

Under the general direction and guidance of the Ground Services Supervisor, the Lead Customer Service Agent is responsible for overseeing the customer service team and ensuring the delivery of exceptional service to customers. Responsibilities include managing daily operations, resolving complex customer issues, achieving on-time departures, minimizing over catering costs, and providing the highest level of customer service while upholding company standards in all customer interactions.

Authority:

• Has the authority to apply all safety, security, and service standards and procedures as applied in and not limited to this manual.
• Support station emergency response program as per the requirements of the station emergency response plan.
• Has authority to make decisions on risk tolerability when risks are acceptable.

Accountability:

• Ensure implementation and adherence of safety and security standards during operations.
• Significant autonomy in managing the customer service team and operations.
• Directly impacts customer satisfaction, team performance, and service quality.
• Decisions affect customer experience, team morale, and operational efficiency.

Key Accountabilities/Responsibilities:

• Ensure efficient, high-quality customer service delivery at all touchpoints, adhering to Service Level Agreements and Company Policies to enhance the customer experience.
• Deliver a focused, high quality customer service by animating, leading and supervising the customer service agent team. Ensure that the passenger handling product is compliant to regulatory requirements and company policies.
• Ensure staff discipline, grooming standards, and efficient allocation of tasks and resources in liaison with Ground Services Supervisor (GSS).
• Ensure aircraft turnaround activities and implement departure and arrival processes according to safety and security procedures, ensuring punctuality and compliance.
• Effectively disseminate information to passengers, staff, and third-party service providers, maintaining clear communication to prevent service lapses.
• Foster and maintain good relationships with other airlines and airport stakeholders for smooth operations.
• Maximize revenue through ancillary charges and reservation changes, promote cost control awareness, and adhere to allocation guidelines for disruptions.
• Ensure accurate flight reconciliation and ensure timely transmission of post-departure messages.
• Reconcile revenue documents in conjunction with the lead agent and ensure all requirements are completed in accordance with the station/finance/documented requirements before forwarding to Revenue Accounts.
• Facilitate smooth check-in, manage advance seat requests, and ensure seating suitability according to customer profiles.
• Coordinate with GSS for passenger re-accommodation during irregular operations (IRROPS) and provide remedial actions in service disruptions.
• Monitor baggage handling processes, ensuring timely updates and communication for missing, unclaimed, tag-less, damaged, or pilfered baggage.
• Ensure all systems, equipment, and stationery are operational and available for efficient passenger handling.
• Implement efficient document verification procedures to minimize risks and identify and report hazards, near misses, incidents, and accidents.
• Execution of duties pertaining to load control functions in conformity with company standards and regulatory requirements.
• Monitor cargo loading/passenger handling and carriage of dangerous goods during operations to ensure alignment with the industry/documented standards.

Know-How:

• Technical Knowledge: Proficient in customer service software, tools, and systems.
• Management Skills: Effective in workflow planning and operational management with strong leadership and team management capabilities.
• Human Relations Skills: Excellent communication, interpersonal, and conflict resolution skills. Ability to coach and motivate a diverse team.

• Specialized Knowledge: Deep understanding of customer service best practices and industry standards.

Problem-Solving:

• Thinking Environment: Fast-paced and dynamic, requiring flexibility and adaptability.
• Thinking Challenge: Balancing customer satisfaction with efficient team management and operational constraints.

Qualifications:

• Education: A minimum of Diploma in Hospitality or related field from a recognized university.
• Experience: Proven experience in customer service, with leadership experience in a team environment.
• Certifications: Certifications in customer service. Membership to professional bodies is an added advantage.

Who Can Apply?

• Diploma holders in Hospitality or a related field from a recognized institution.
• Candidates with proven customer service experience and leadership experience in a team environment.
• Professionals with customer service certifications; membership to relevant professional bodies will be an added advantage.
• Individuals with strong communication, interpersonal, leadership, and problem-solving skills.
• Candidates passionate about delivering exceptional customer service in a fast-paced aviation environment.