Senior Customer Service Agent Job: Zambia Airways

JOB DESCRIPTION

I. POSITION INFORMATION

POSITION TITLE: SENIOR CUSTOMER SERVICE AGENT
JOB GRADE: ZA5
REPORTS TO (TITLE): CHIEF CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Chief Customer Service Agent, the Senior Customer Service Agent is responsible to handle selling, issuing and reissuing of tickets; Checks and handles incoming and outgoing Pax, Baggage and Airfreight in accordance with prescribed policies and procedures.

III. KEY DUTIES & RESPONSIBILITIES:

• Handles selling, issuing and reissuing tickets, MCOs, Hotel Vouchers and other travel documents.
• Participates in giving fare quotations of itineraries and provide the required travel information.
• Makes bookings and gives accurate flight information to Zambia Airways customers.
• Contacts booked passengers and advise of any. flight changes.
• Handles checking of visa, health and immigration requirements.
• Provides feedback and suggestions to Chief Customer services agent on ways to improve customers experience.
• Processing of customer refund applications as per airline fares rules and conditions.
• Ensures that passengers, cargo, and mail are received and properly ticketed, billed and handled and that the necessary records and reports are prepared.
• Participates in a variety of duties in handling passengers, cargo and mail.
• Issues and re-issues tickets, issue required travel 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.
• 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 GCE O level certificate
• Fluency in English Language
• IATA/UFTAA Diploma
• Minimum 3 years industry experience in similar position
• 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.