Customer Service Agent - Travel Document Unit at Kenya Airways

Brief Description

Job Purpose Statement: The Travel Document Executive is responsible for efficiently managing and processing travel-related documents to ensure compliance with regulatory requirements and facilitate seamless travel experiences for our Guests. This role involves meticulous attention to detail, excellent organizational skills, and a strong commitment to customer service. The Travel Document Executive plays a pivotal role in ensuring the accuracy and timeliness of travel documents, such as passports, visas, and other essential travel papers, while maintaining a high level of Integrity, confidentiality, and professionalism. A travel document executive must provide a safe, secure, efficient and customer focused service in compliance with regulatory requirements, Company’s Policies, and customer airline procedures.

Detailed Description

• Document Verification: Thoroughly review and verify travel documents, including passports, visas, and entry permits, to ensure they meet the necessary criteria for international travel.
• Client Communication: Maintain clear and effective communication with clients to provide updates on document status, resolve queries, and ensure a smooth and stress-free travel process.
• Data Management: Accurately record and maintain client information and document details in a secure and confidential manner(GDPR).
• Problem Resolution: Address and resolve any issues related to travel documents, such as delays, discrepancies, or rejections, by coordinating with relevant authorities and agencies.
• Quality Control: Implement quality control measures to minimize errors and ensure the accuracy of all travel documents processed.
• Deadline Adherence: Prioritize and meet document processing deadlines to accommodate clients' travel plans and itineraries. Seek Clearance from relevant authorities to have offloaded Guests resolved within24hours.
• Customer Service: Provide exceptional customer service by addressing client inquiries promptly and professionally, maintaining a high level of client satisfaction.
• Documentation Updates: Keep abreast of changes in travel regulations and documentation requirements, updating internal procedures accordingly.

 Day to day operations:

•  Provide efficient, high quality customer service in a day-to-day operation for Kenya Airways and Customer airlines at all Customer touch points according to the agreed service level agreements and company policies to delight the customer and improve the overall customer experience at JKIA.
• Disseminate information as appropriate to passengers and 3rd Party service providers to eliminate lapses in service delivery resulting from lack of information.
• Ensure smooth and effective transfer of customers at JKIA.
• Implement departure and arrival processes in strict compliance and accordance to the laid down safety and security procedures and in a timely manner to guarantee consistency in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from flights, passenger screening/profiling).
• Implement laid down procedures that will enhance accurate flight reconciliation and post departure transmission of messages.
• Maximize revenue through collection of excess baggage charges, change of reservation charges, ticket sales and service charges while maintaining high quality customer service at all touchpoints.
• Ensure systems, equipment and stationery are in working condition and readily available respectively for efficient delivery of passenger handling services in all customer touch points.
• Implement efficient procedures and best practices in document verification in order to minimize risks to the airline without compromising on customer service.
• Provide effective remedial action sin service recovery during IRROPS, Over sales and connectivity planning as appropriate by providing advisory services on reroute options based on documentation.
• Maintain grooming standards as per the corporate uniform guidelines.
• Adhere to KQ WAY best practice implementation principles.
• Provide high quality customer service while profiling passengers.
• Conduct profiling and document check for all passengers boarded on KQ flights and customer airlines.
• Provide first line support on document verification to the rest of the team and across the network.
• Provide information and assistance to passengers who have been denied boarding due to inadequate documents with a recommended resolution time frame of 24hours.
• Ensure prevention of passport and visa fraud in liaison with embassy officials, liaison officers and immigration officials.
•  Follow through with Deportee and Inadmissible handling including interception and investigation.
• Ensure that one is compliant on all mandatory operational training including US Ops and a yearly TDU refresher course

Job Requirements

• O level C plain.
• Experience delivering service in demanding consumer environment.
• Fluency in appropriate foreign languages is an added advantage.
• Knowledge of KQ/Customer airline DCS.
• Minimum 2 years’ experience in airline industry preferably in document verification.

Additional Details

• IT proficiency.
• Communication skills.
• Communication and Interpersonal Skills.
• Experience in Management of Security Operations.