Team Lead Customer Relations Executive at Kenya Airways

Brief Description

Reporting to the Customer Relations and Excellence Manager, the incumbent will be responsible for effectively supervising, managing and supporting the customer relations executives to ensure the defined Operations departmental standards and measures are achieved, with a view to enhancing customer experience. Ensure that a customer focused, high-performance, high-commitment environment is developed throughout the customer relations operation.

Detailed Description

• Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
• Conduct coaching and training. Communicate, monitor and maintain performance standards
• Identify areas for development to ensure continuous improvement
• Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
• Identify opportunities to improve and expand product and service offerings based on the voice of customer
• Contribute and identify areas for improvement and enforcement of processes and procedures;
• Identify, accumulate and Analyz statistics that reflect on team’s performance
• Manage hourly, daily, weekly and monthly productivity for teams
• Provide regular defined reports and initiatives to improve performance
• Continuously assess and identify team training needs and recommend interventions to develop their knowledge and skills for effective service delivery

Job Requirements

• Degree in related field or Diploma with a minimum 6 years’ experience in aviation
• IATA/UFTA Foundation and Consultant level (advantageous)
• Customer service procedures and standards
• Product and service knowledge
• Customer Relations Industry knowledge(advantageous)
• Market and customer trends knowledge
• Working with Billing systems and understanding (end user experience)
• Multi-tasking skills and good administrative ability

Additional Details

• Written and Verbal communication(letter writing, report writing)
• Computer skills (MS Word, Excel,PowerPoint)
• Problem solving and decision making
• Team player
• Self-Driven and open to change
• Planning and organizing
• Attention to detail
• Interpersonal skills
• Influencing skills