Contact Centre Agent at Jambojet

Job Description

Role Purpose Statement

Under the general direction and guidance of the Helpdesk and Call Centre Supervisor, the Call Centre Agent provide customer support and information, generate sales, and ensure customer satisfaction and retention. This role involves efficiently handling customer inquiries, bookings, and complaints across various channels, offering the best available fares, generating sales to maintain and enhance customer satisfaction, thereby contributing to the overall positive image of Jambojet.

Key Accountabilities/Responsibilities

• Respond to customer inquiries via phone, email, and social media platforms, providing accurate information about flights, bookings, and company policies, and offering the best available fares to generate sales.
• Handle booking reservations, modifications, and cancellations, while working to recruit and manage existing and prospective customers, aiming to win and retain loyalty.
• Meet and exceed individual sales/revenue targets, contributing significantly to the financial objectives of Jambojet.
• Efficiently manage a high volume of inbound and outbound calls, maintaining a positive and professional demeanor.
• Address and resolve customer complaints with empathy and professionalism, escalating complex issues as needed.
• Maintain up-to-date knowledge of Jambojet’s services, promotions, and policies, and generate awareness of products to enhance customer service and sales.
• Collect and record customer feedback and insights to contribute to the improvement of services and customer satisfaction.
• Collaborate with other departments to resolve customer issues and provide consistent service, ensuring the safety and security of company property in the call centre.
• Ensure adherence to all company protocols and standards in customer interactions.
• Collect and report customer feedback and insights, and demonstrate leadership by actively participating in company activities and offering suggestions on improving the product and customer experience.

Know-how

a) Technical Knowledge

• Basic knowledge of airline or travel agency fares and ticketing.

b) Management Skills

• Effective in handling multiple tasks, with good organizational and time management skills.

c) Human Relations Skills

• Excellent communication skills with an ability to empathize with customers.

d) Specialized Knowledge

• Understanding of the airline industry, customer service principles, problem-solving techniques, and direct sales strategies.

Problem-Solving

a) Thinking Environment

• Ability to work in a fast-paced environment, handling various customer needs and situations.

b) Thinking Challenge

• Resolving customer issues effectively, often requiring quick thinking and decision-making.

Accountability

a) Freedom to Act

• Empowered to handle routine customer inquiries and issues autonomously, with more complex situations escalated.

b) Magnitude

• Direct impact on customer satisfaction, sales generation, and the company’s reputation.

c) Impact of Decisions

• Decisions and actions affect customer experience, loyalty, and potentially, the company’s revenue and reputation.

Qualifications

a) Education

• IATA/UFTAA Foundation or Consultant Level Diploma required.

b) Experience

• A minimum of 1 year experience in a call or customer service role is preferred.

c) Certifications

• Relevant industry certifications. Membership to professional bodies is an added advantage.