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Travel Advisor at Kenya Airways

3 months ago

Nairobi, Kenya Kenya Airways Full time

Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
Summary
Reporting to Commercial Manager, the ideal candidate will be tasked with promoting and selling KQ products and value add services (ancillary) at both B2C & B2B level, providing personalized travel related services to internal and external customers and must demonstrate ownership and execution of the Sales process.

Responsibilities
Ticketing

Locate available flights; Check on best connections if more than one flight is involved, determine best prices to maximize revenue.
Help customers find the right itinerary and prices that fit their needs; apply upgrades on additional costs to generate more revenue.
Provide detailed and accurate fare quotes to all KQ clients to ensure best customer satisfaction and revenue generation.
Handle Special needs customers such as unaccompanied minors and changes to flight reservations as requested by clients. Ensure that tickets are correctly reissued / revalidated and collect applicable fees to generate additional income for the company.
Action queues appropriately and inform passengers on flight changes, confirmations, ticketing time limits, handle special requests like seats preference, meals, baggage requirements waitlists and confirmations ensuring customers’ requests are met and reduce GDS costs.
Highlight to customers the legal requirements covering their journey such as passports, visa, and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service.
Action VMPDS, selling excess baggage, handling Kool fliers (student fares) to increase sales and passenger loyalty.
Correct CRS usage and queue management to reduce cost and increase revenue generation.

 Customer Service

Actively buildrelationships with clients by offering good customer service to retain and recruit new customers.
Support travel agents by efficiently assisting them with their general enquiries to improve relationships and increase agents’ loyalty.
Providing online assistance for reservation, check in, payments to maximize sales and ensure customer satisfaction.
Be Actively involved in suggesting new ideas and providing recommendations on the improvement of services in order to increase revenue and ensures KQ success as market leading airline.
Handle customers complaints (denied boarding, baggage etc) to ensure customer satisfaction and retention
Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
Handling GSA services–Ticket issue to increasing KQ network through joint ventures.
Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and Carry out service recovery.
Handle general inquiries for both internal and external customers and develop and maintain customer database to enhance customer loyalty and market intelligence.

 Documentation

Daily Reconciling of sales returns to account for personal sales.
Processing refunds and ensuring passengers are advised accordingly on the amount refundable for reimbursement on unutilized tickets.
Write MCOs and invoicing to ensure timely and accurate payment of issued ticket to both direct and indirect corporate.

 Sales

Generate auxiliary revenue through sale of Travel insurance, KQ holiday packages and any other ancillary products that are available.
Sell KQ products through telephone, e-mails to maximize on sales and enhance accessibility.

Job Requirements

Must have Basic Airline fare and ticketing training.
1-2 years’ experience in a sales role will be an added advantage.
Sound knowledge of domestic & international travel requirements / trends / availability with a passion for travel and tourism.
Exemplary sales skill and customer-oriented approach.
Good knowledge of computer reservation systems (CRS).
Ability to interact, communicate & negotiate effectively.
Fluency in English/multi-lingual.
Initiative and pro activeness.
Solution oriented.