Asante Rewards Loyalty Agent

• KCSE C Plain or O-Level Division III
  
• IATA/UFTAA diploma in Airline Fares & Ticketing or relevant Customer Service certification
  
• Proficiency in Microsoft Office (Word, Excel, Outlook)
  
• Strong interpersonal and communication skills
  
• Excellent customer service orientation
  
• Fluency in a foreign language (e.g. French, German, Spanish, Chinese) is a plus
  

Customer Service & Loyalty Support

• Deliver exceptional, professional service to Asante Rewards members.
  
• Handle inbound inquiries and assist with program enrolments and account management.
  
• Educate members about Asante Rewards benefits and services to build customer loyalty.
  
• Handle complaints, resolve issues and contribute to customer satisfaction and retention.
  
• Propose improvements to enhance customer loyalty experience.
  

Reservations & Ticketing

• Assist members in finding suitable travel options and issue both commercial and redemption tickets for Kenya Airways and partner flights.
  
• Manage special requests (e.g. seats, meals, baggage) and provide travel documentation guidance (passport/visa/health).
  
• Ensure accurate ticket issuance, upsell ancillary services, and optimize bookings to reduce GDS costs.
  
• Maintain accuracy on all flight bookings and issuance in order to maintain good Customer Service
  

Disruption Management

• Support Asante Rewards members and commercially booked customers during flight disruptions by coordinating rebooking and timely communication.
  
• Collaborate with internal teams to execute seamless service recovery.
  
• Prepare accurate and timely reports on affected customers to support effective decision making.
  

Program Growth

• Actively recruit new members into Asante Rewards and build affinity with Kenya Airways frequent flyers.
  
• Support to grow program engagement through promotions, partnerships and member education events.