Customer Relations Executive at Kenya Airways

Brief Description

Job Purpose Statement: Reporting to the CustomerRelations and Excellence Manager the role will ensure effective complaint management system and service recovery that enhances customer loyalty,encourages repeat business translating to business retention and reduction inoperations cost and achievement of Revenue.

Detailed Description

• Timely resolution of customer complaints, while making follow-ups on compliments or suggestions to ensure business retention.
• Analysis of consumer trends and preparation and distribution of high-level customer service reports for the Business Leadership Teams for strategy formulation and implementation
• Identification of areas experiencing recurrent service-related challenges within the business and provision of guidance and support to ensure seamlessness in service delivery.
• Management of the Feedback and Service Recovery system within the entire business network.
• Facilitation of data collection from the market through customer forums and meetings with customers
• Participation In Business projects to offer customer centric guidance during strategy formulation and implementation.
• Organizing customer forums and meetings across the business network and enhancing loyalty
• Oversee immediate Service recovery in our international stations.
• Improving customer service quality results by studying, evaluating and making recommendations for re-designing processes; establishing and communicating service metrics, monitoring and analyzing results in change implementation
• Management of the service recovery processes through constant evaluation of the existing compensation policies to ensure adherence to Group Policies and International standards and regulations by developing and implementing the Customer Service Charter and Compensation Policy.
• Analysis of Customer Needs and effective communication of the same to the Business Strategy and Leadership Teams for strategy formulation and implementation.
• Customer Database Management through collation of customer information, customer profiling, segmentation and participation in the development of tailor-made services and products
• Preparation and control of service recovery budgets to ensure satisfactory compensation of aggrieved customers, while monitoring expenditures to ensure resource and Cost Management

Job Requirements

• University Degree or equivalent
• Minimum of 5 years’ experience within a Commercial/Operations environment Customer Relations Industry knowledge (will be an added advantage)
• Diploma in IATA/UFTA is desirable.
• Work experience in a customer facing environment
• Working with Billing systems and understanding (end user experience)
• Foreign language
• World Tracer & Amadeus Knowledge

Additional Details

• Excellent demonstrable knowledge of Customer relations metrics
• Excellent written and verbal communication skills
• Customer service procedures and standards
• A team player with strong interpersonal skills and a positive attitude
• Planning and organisational skills.
• Problem-solving skills.
• Computer skills (MS office modules)
• Numeracy and report writing skills
• Results-oriented individual
• Exceptional Customer Relations skills
• Product and Market Knowledge