Customer Service Agent Job: Zambia Airways [7 Positions]

JOB DESCRIPTION

I. POSITION INFORMATION

POSITION TITLE: CUSTOMER SERVICE AGENT
JOB GRADE: ZA7
REPORTS TO (TITLE): SENIOR CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Senior Customer Service Agent, the Customer Service Agent is responsible for reservations, selling, issuing and reissuing of tickets;

III. KEY DUTIES & RESPONSIBILITIES:

• Handles passengers’ queries and inquiries, reservations, and ticketing
• Support travel trade partners with reservations and ticketing related queries.
• Makes bookings and gives accurate flight information to Zambia Airways customers and travel agents
• Contacts booked passengers and advise of any flight changes when these occur.
• Verify and check that passengers meet immigration, VISA and health requirements prior to ticket issuance
• Deposits sales funds with company Cashier or in the authorized bank as per company policy.
• Provide feedback and suggestion to the Senior Customer Service Agent on to improve and enhance the customer experience.
• Processing of customer refund applications as per airline fares rules and conditions
• Attends to passengers at the sales office issues and re-issues tickets, issue relevant documents for excess baggage.
• Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
• Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
• Prepares ticket lift envelopes, flight files sales, and other reports and required records.
• Maintains efficiency and professionalism required to maintain technical competency for the position
• As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines
• Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

• Minimum of Grade 12 G.C.E O level certificate
• Fluency in the English Language
• Computer literate
• IATA/UFTAA Diploma
• Must be prepared to work shifts when assigned at the airport

HOW TO APPLY:

Interested applicants should email their applications clearly mentioning in the subject line the position being applied for, to [email protected] not later than 13 December 2019. Please note that you are to attach an Application Letter, CV; Certified Copies of Professional/ Academic Certificates and the National Registration Card (NRC).

Zambia Airways provides equal employment opportunities to the Zambian nationals on merit without unlawful discrimination based on age, gender, colour, tribe, disability, race or religion.

Only shortlisted candidates will be contacted.