Travel Advisor at Kenya Airways

Brief Description        

Reporting to Commercial Manager – Retail Kenya, the ideal candidate will provide the KE Retail Team with sale of airline tickets/EMDs, customer service and Advisory on travel requirements and regulations to customers.

Detailed Description        

Ticketing

• Locate available flights; Check on best connections if more than one flight is involved, determine fare costs to maximize on revenue while helping passengers to get best fare families that suits their travel needs.
• Help customers find the right itinerary that fit their needs; apply upgrades on additional costs to generate more revenue.
• Provide details and accurate fare quotes to all KQ clients to provide the best applicable fare and generate revenue.
• Handling of special passengers booking needs and liaison with relevant/other departments for smooth handling and facilitation e.g. unaccompanied minors cancel or change reservations when requested by clients, reissue, revalidate tickets and collect applicable fees thus generate income.
• Action queues appropriately and inform passengers on flight changes, confirmations, ticketing time limits, handle special requests like seats preference, meals, baggage requirements waitlists and confirmations, to ensure customers’ requests are met and reduce GDS costs.
• Highlight to customers the legal requirements covering their journey such as passports, visa, and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service.
• Selling of other special KQ products, Kool fliers/Packages ITX fares/Medical fares to generate extra revenue.
• Correct CRS usage and queue management to reduce cost and increase revenue generation.

CustomerService

• Actively build relationships with clients by offering good customer service to retain and recruit new customers.
• Interpret alerts under Msafiri 360 and liaise with relevant departments to offer the rightful/best proposition gesture to customers.
• Support travel agents by efficiently assisting them with their general enquiries to improve relationship with the travel market and increase agent’s loyalty.
• Providing online assistance for reservation, check in, payment to maximize sales and ensure customer satisfaction.
• Actively involved in suggesting new ideas and providing recommendations on the improvement of services provided, this increases revenue and ensures KQ success as market leading airline.
• Handle customers complaints (denied boarding, baggage etc to ensure customer satisfaction and retention
• Register and build up on customer database for future business engagements to increase sales and passenger loyalty.
• Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
• Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and Carry out service recovery.
• Handle general inquiries for both internal and external customers, develop, and maintain customer database to enhance customer loyalty and market intelligence.

Documentation

• Reconciling of sales returns to account for personal daily sales.
• Processing refund and ensuring passengers are guided accordingly on the amount refundable for reimbursement on unutilized tickets.
• Updating relevant dashboards for records/reconciliation and tracking purposes.
• Filing of required documents as per sales process especially for direct corporates.

Sales

• Generate ancillary revenue through sale of Excess bag/extra seat for comfort/last-minute upgrade/KQ holiday packages and any other ancillary products that are available on KQ services.
• Sell KQ products to walk-in customers, through telephone and e-mails to maximize on sales and enhance accessibility. 

Job Requirements        

• Diploma in IATA Fares and Ticketing (Consultant level).
• Good knowledge of computer reservation systems CRS or airline equivalent.
• Proficiency in MSWord /Excel / Outlook.
• At least 1-yearexperience in a sales role will be an added advantage.
• Sound knowledge of domestic & international travel requirements/trend/availability.
• Exemplary sales skills and customer-oriented approach.
• Ability to interact, communicate & negotiate effectively.
• Fluency in English/multi-lingual.
• Initiative and proactiveness.
• Solution oriented.
• Passion about travel and tourism
• Additional Details        
• High integrity
• Teamwork/team player.
• Customer focus.
• Result oriented.
• Good organizational skills.