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