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Mid-level Transportation, logistics, storage Jobs in Africa
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jobs
Kenya Airways
Team Lead - Customer Excellence Center
Nairobi, Kenya
Moove
CLOSEDFacility Manager
Lagos, Nigeria
J-Six Group
CLOSEDInternal Control Officer
Lagos, Nigeria
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Delta
CLOSEDSales Manager - West Africa
Lagos, Nigeria
Closing: May 17, 2024
2 days remainingPublished: May 7, 2024 (8 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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Qualification (Minimum)
- Degree in related Field
- O’ or ‘A’ level of education
- IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
- 3 years airline experience in sale and ticketing/ Contact Center environment
- Ability to lead/guide and make decisions
- Ability to drive performance in a Contact Center environment
Responsibilities
Qualification (Minimum)
- Degree in related Field
- O’ or ‘A’ level of education
- IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
- 3 years airline experience in sale and ticketing/ Contact Center environment
- Ability to lead/guide and make decisions
- Ability to drive performance in a Contact Center environment
- Lead, guide and coach members to ensure quality and effective handling of calls, emails, chats and accurate ticketing.
- Audit tickets issued by reservations/FB team on a daily basis to ensure accuracy and integrity hence safeguard against fraud.
- Real-time monitoring of all contact channels to ensure high efficiency levels and service excellence (Calls, Emails and Chats)
- Ensure agents have access to support tools, equipment, systems and stationery for effective performance.
- Ensure agents are knowledgeable on fare rules and service charge and advise customers correctly.
- Conduct continual evaluation of processes and procedures to inform improvement efforts on efficiency and operations.
- Foster a conducive and positive work environment to promote team motivation for high level performance.
- Handle all escalations from agents to successful conclusion.
- Ensure an up to date refund/reversal tracker and proactive update of status to customers
- Uphold safety and security standards for the office to safeguard company resources
- Forecast call volumes and plan daily staffing levels whilst managing schedule adherence, leave days and training absence
- Call back loyalty members who redeemed tickets to confirm request and inspect fraudulent activities.
- Monitor for tickets re-issued and with name change and report any suspicious activity to Customer Excellence & Relations Manager
- Effectively liaise with other departments to resolve customer complaints beyond purview
- Conduct call, email and chat review sessions with individual team member on a regular basis. The audits should be captured on the quality review forms with input from both Team Lead and Agent
- Have the VPM, Sales and Call Traffic board updated at all times
- Participate in project management.
- Represent customer excellence centre in interdepartmental meetings and provide feedback an agreement reached
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