Customer Service

• Offer exemplary service to improve customer satisfaction and retention.
  
• Request all Special service SSR and follow up for actions to ensure seamless service to our customers e.g special meals, wheelchairs, advance seat request.
  
• Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as per approved procedures.
  
• Strive to resolve any customer complaints and escalate to Lead Travel Advisor or Customer Relation and follow up feedback.
  
• Provide professional customer care to our customers.
  
• Correctly communicate KQ products, schedules & fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs.
  

Ticketing

• Observe all approved tariff schedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.
  
• Ensure passenger ticket-correct booking class and seasonality and correct names per passport.
  
• Offer and facilitate Special Service Requests
  
• Seamless Servicing for Direct Corporates and Groups requests
  
• EMD, VOID and Refunds reporting and facilitation of Partner Tickets
  

Reports

• Share own daily sales report to Lead Travel Advisor for review and reconciliation.
  

Sales

• Create and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.
  
• Promote on-line processes (online booking, payment and check in ) to maximize sales
  
• Generate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seats
  
• Promote KQ value add products as applicable.
  
• Servicing all Loyalty program members (Flying Blue, Kool Flyers) to increase sales
  
• Promote KQ Holidays
  

Safety

• Uphold safety and security standards for the office to safeguard company resources.
  
• Risk Management: Responsibility on card acceptance policy