Travel Advisor - Kisumu at Kenya Airways

Brief Description        

Reporting to Commercial Manager, the ideal candidate will be tasked with promoting and selling KQ products and value add services (ancillary) at both B2C & B2B level, provide personalized travel related services to internal and external customers and demonstrate ownership and execution of Sales process.

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 save.
• Help customers find the right itinerary that fit their needs; apply upgrades on additional costs to generate more revenue.
• Provide with details and accurate fare quotes to all KQ clients to provide the best applicable fare and generate revenue.
• Handling 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.
• Actinopods, selling excess baggage, handling cool fliers (student fares) to increase sales and passenger loyalty.
• Corrector's usage and queue management to reduce cost and increase revenue generation.

 CustomerService

• Activelybuild relationships with clients by offering good customer service to retainand recruit new customers.
• Supporttravel agents by efficiently assisting them with their general enquiries toimprove relationship with the travel market and increase agent’s loyalty.
• Providingonline assistance for reservation, check in, payment to maximize sales andensure customer satisfaction.
• Activelyinvolved in suggesting new ideas and providing recommendations on theimprovement of services provided, this increases revenue and ensures KQ successas market leading airline.
• Handlecustomers complaints (denied boarding, baggage etc to ensure customersatisfaction and retention
• Facilitateand coordinate tracing of lost, delayed, or misdirected baggage for customersand ensure safe delivery of the said baggage to win passengers confidence.
• HandlingGSA services –Ticket issue to increasing KQ network through joint ventures.
• Handleflight schedule disruptions to ensure passengers have a seamless servicethroughout their journey and Carry out service recovery.
• Handlegeneral inquiries for both internal and external customers and develop andmaintain customer database to enhance customer loyalty and market intelligence.

Documentation

• Reconcilingof sales returns to account for personal daily sales.
• Processingrefund and ensuring passengers are advised accordingly on the amount refundablefor reimbursement on unutilized tickets.
• Writingof miscellaneous charge orders (MCO) and invoicing to ensure timely andaccurate payment of issued ticket to both direct and indirect corporate.

 Sales

• Generateauxiliary revenue through sale of Travel insurance, KQ holiday packages and anyother ancillary products that are available.
• SellKQ products through telephone, e-mails to maximize on sales and enhanceaccessibility.

Job Requirements        

• Must have Basic Airline fare and ticketing training.
• 1-2 years’ experience in a sales role will be an added advantage.
• Sound knowledge of domestic & international travel requirements/trend/availability.
• Exemplary sales skill and customer-oriented approach.
• Good knowledge of computer reservation systems (CRS).
• Ability to interact, communicate & negotiate effectively.
• Fluency in English/multi-lingual.
• Initiative and pro activeness.
• Solution oriented.
• Passion about travel and tourism.

Additional Details        

• Exemplary sales skill and customer-oriented approach.
• Good knowledge of computer reservation systems (CRS).
• Ability to interact, communicate & negotiate effectively.
• Fluency in English/multi-lingual.
• Initiative and pro activeness.
• Solution oriented.
• Passion about travel and tourism.