Kenya Airways, the leading African airline, is seeking a Travel Advisor to report to the Lead Travel Advisor. The successful candidate will provide excellent service to KQ customers to ensure customer satisfaction, loyalty, and retention at the lowest cost within the scope of the KQ sales business plan. The role encompasses a wide range of duties from ticketing and reservations to customer care during flight disruptions and promoting ancillary airline products.
Key Responsibilities
Customer Service
Offer exemplary service to improve customer satisfaction and retention.
Request all Special Service Requests (SSR) and follow up for actions (e.g., special meals, wheelchairs, advance seat requests).
Empathize with and assist customers who have been misconnected, denied boarding, or delayed by rerouting and rebooking according to approved procedures.
Resolve customer complaints or escalate them to the Lead Travel Advisor or Customer Relations, following up on feedback.
Communicate KQ products, schedules, and fares accurately to maximize sales and meet revenue targets while observing good CRS practices.
Ticketing
Adhere to all approved tariff schedules and fares to maximize revenue and reduce unnecessary billing by other carriers.
Ensure passenger tickets contain the correct booking class, seasonality, and names matching passports.
Offer and facilitate Special Service Requests and provide seamless servicing for direct corporate and group requests.
Handle EMD, VOID, and Refund reporting and facilitate partner ticket servicing.
Sales and Promotion
Create and maintain customer profile data to assist in distributing special promotion fares.
Promote online processes (online booking, payment, and check-in) to maximize sales efficiency.
Generate ancillary revenue through the sale of KQ merchandise and extra legroom seats.
Promote KQ value-added products and KQ Holidays.
Service loyalty program members (Flying Blue, Kool Flyers) to increase sales.
Safety and Reports
Share daily sales reports with the Lead Travel Advisor for review and reconciliation.
Uphold safety and security standards for the office to safeguard company resources.
Manage risk regarding the card acceptance policy.
Requirements and Qualifications
"O" level Division III or C+ qualification.
IATA/UFTAA Diploma or Intermediate to Advanced Airline fares and ticketing certification.
Demonstrated product and market knowledge within the aviation industry.
Good communication, negotiation, and presentation skills.
Ability to handle pressure and difficult situations with resilience and effectiveness.
Must be a person of unquestionable integrity.
How to Apply
Interested and qualified candidates should apply through the Kenya Airways careers portal. Please navigate to the application link below to submit your credentials before the deadline.
