Job Title: Sales and Ticketing Agent
Department: Commercial
Reports to: Key Account Executive
Location: Kisumu and Eldoret, Kenya

Role Purpose Statement:

Under the general guidance of the Sales Supervisor, the Sales and Ticketing Agent is responsible for delivering exceptional customer service, driving sales, and supporting customer retention. The role involves processing flight bookings and transactions accurately, offering the best available fares, managing customer interactions professionally, and promoting Jambojet products and services to enhance revenue and strengthen customer loyalty.

Key Accountabilities/Responsibilities:

• Proactively offer the best available fares, generate sales, and ensure 100% accuracy in fare quotations and revenue collection.
• Meet and exceed individual and station sales targets by effectively upselling and cross-selling Jambojet products and services.
• Engage and support prospective and existing customers to build loyalty and contribute to long-term business growth.
• Provide accurate information on flight schedules, fares, promotions, and travel requirements to support informed customer decisions.
• Assist customers with queries related to bookings, cancellations, refunds, and other ticketing services in a timely and professional manner.
• Handle customer complaints and feedback courteously, ensuring prompt and satisfactory resolution to maintain a positive brand image.
• Perform accurate daily reconciliation of sales returns, maintain up-to-date records and reports, and aim for minimal or zero reservation-related OTIs to demonstrate operational accuracy.
• Work collaboratively with other departments to ensure a seamless and positive travel experience for customers.
• Safeguard company property at the sales office and comply with all Occupational Health and Safety (OHS) and company security policies.
• Contribute ideas to improve products, processes, and customer experiences, and participate actively in company initiatives that support a culture of innovation.
• Participate in ongoing training and development programs to enhance skills and stay updated with industry and system changes.

Know How:

• Technical Knowledge: Proficiency in ticketing systems, reservation tools, and understanding of airline sales operations.
• Management Skills: Ability to efficiently manage time and prioritize tasks to meet targets and handle high volumes of customer interactions.
• Sales Skills: Demonstrated ability in effective sales techniques and customer engagement.
• Human Relations Skills: Excellent communication and customer service skills, including the ability to empathize, listen actively, and handle challenging customer interactions with patience and professionalism.
• Specialized Knowledge: Knowledge of aviation industry practices, understanding of fare structures, airline scheduling, promotional offers, and the ability to navigate complex booking systems.

Problem-Solving:

• Thinking Environment: Operates in a dynamic environment, often needing to make quick decisions based on fluctuating fares, availability, and customer demands.
• Thinking Challenge: Requires problem-solving skills to address and resolve issues related to bookings, cancellations, refunds, and customer complaints, often needing to balance customer satisfaction with company policies.

Accountability:

• Freedom to Act: Empowered to make decisions within the scope of ticketing and sales operations, following company policies and guidelines, and using discretion to solve customer issues.
• Magnitude: Directly influences customer satisfaction and loyalty, contributes significantly to sales targets and revenue goals.
• Impact of Decisions: Decisions and actions have a direct impact on customer experience, brand reputation, and operational efficiency.

Qualifications:

• Education: Minimum of a Diploma in Travel and Tourism or Related Discipline. Diploma in IATA/UFTAA Foundation or Consultant Level is a plus.
• Experience: Minimum of 1 year experience in airline or travel agency fares and ticketing is preferred.
• Certifications: Relevant industry certifications. Membership to professional bodies is an added advantage.