Lead Customer Service Agent at Jambojet

Location: ukunda, Kenya
Department: Ground Services
Reports to: Ground Services Supervisor

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. The role involves managing daily operations, resolving complex customer issues, achieving on-time departures, minimizing over-catering costs, and maintaining the highest standards of customer service in alignment with company policies and values.

Accountability

• Ensure implementation and adherence to safety and security standards during operations.

Authority

• Authorized to apply all safety, security, and service standards and procedures as outlined in company manuals.
• Support the station’s emergency response program in line with the station emergency response plan.
• Authorized to make decisions on risk tolerability when risks are deemed acceptable.

Key Responsibilities

• Ensure efficient, high-quality customer service delivery at all touchpoints, adhering to Service Level Agreements and company policies to enhance the customer experience.
• Lead, motivate, and develop staff while ensuring discipline, grooming standards, and efficient allocation of resources in liaison with the Ground Services Supervisor (GSS).
• Oversee aircraft turnaround activities, ensuring safe, timely, and compliant departure and arrival processes.
• Disseminate information effectively to passengers, staff, and third-party service providers to maintain operational clarity and prevent service lapses.
• Foster and maintain positive relationships with other airlines, airport authorities, and key stakeholders to ensure smooth operations.
• Maximize revenue through ancillary charges and reservation adjustments, while promoting cost control awareness and adhering to disruption management guidelines.
• Ensure accurate flight reconciliation and timely transmission of post-departure messages.
• Facilitate smooth check-in operations, manage advance seat requests, and ensure appropriate seating allocation according to passenger needs.
• Coordinate with GSS for passenger re-accommodation during irregular operations (IRROPS) and manage service disruptions efficiently.
• Monitor baggage handling processes, ensuring timely communication and resolution of issues related to missing, damaged, or unclaimed baggage.
• Ensure operational readiness of all systems, equipment, and materials necessary for efficient passenger handling.
• Implement document verification procedures to minimize risks, and promptly report hazards, near misses, or incidents.
• Oversee load control functions in compliance with company standards and aviation regulatory requirements.

Know-How

• Technical Knowledge: Proficient in customer service systems, tools, and software used in airline ground operations.
• Management Skills: Strong leadership, workflow planning, and operational management capabilities.
• Human Relations Skills: Excellent communication, interpersonal, and conflict resolution abilities; skilled in coaching and motivating diverse teams.
• Specialized Knowledge: Deep understanding of aviation customer service standards and industry best practices.

Problem Solving

• Thinking Environment: Fast-paced, dynamic airport environment requiring flexibility and proactive decision-making.
• Thinking Challenge: Balancing excellent customer service delivery with efficient team management and operational demands.

Accountability

• Freedom to Act: Considerable autonomy in managing the customer service team and day-to-day operations.
• Magnitude: Directly impacts customer satisfaction, staff performance, and overall service quality.
• Impact of Decisions: Decisions influence customer experience, operational efficiency, and team morale.

Qualifications

• Education: Minimum of a Diploma in Hospitality or a related field from a recognized institution.
• Experience: Proven experience in customer service, with prior leadership experience in a team-oriented environment.
• Certifications: Relevant customer service certifications; membership in professional bodies is an added advantage.

How to Apply

Interested and qualified candidates are encouraged to apply by following the official application instructions provided by Jambojet on their careers page or through the designated job portal.