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Team Lead - Customer Excellence Center

Closing: May 17, 2024

This position has expired

Published: May 7, 2024 (11 days ago)

Job Requirements

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Work experience:

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Job Summary

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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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