Job Vacancies at Kenya Airways

Brief Description        

Job Purpose: - Reporting to the Commercial Manager, Kenya, the ideal candidate will be responsible for: Management of Corporate and Trade Accounts and deliver incremental revenue from the Corporate and Business travel market in order to achieve budgeted revenue target.

Detailed Description        

• Manage and grow existing Corporate and Trade accounts.
• Prospect for new corporate contracted business.
• Engage Trade market handling Government of Ghana Departments and Ministries for contracting
• Manage and sustain high yields from Travel Agents.
• Develop profitable relationships with a portfolio of travel trade suppliers to secure long-term business e.g., with Trade/Corporates/Government partners.
• Mobilize promotion of KQ through IATA/Non-IATA Travel Agents and sustaining maximum support to Kenya Airways.
• Apply sales and marketing techniques to generate customer loyalty.
• Negotiate rates and conditions to secure profitable business flows.
• Gather and disseminate market intelligence to assure KQ’s competitive position.
• Organize promotional activities with the appropriate organization for incremental business and ensure timely distribution of all promotional literature.
• Attend industry-related shows/seminars/exhibitions to ensure Kenya Airways retains ahigh profile with Travel Agents.
• Review and maintain Quality Management Systems (QMS) standards with particular emphasis on Travel Agents’ queries.
• Build and maintain good relationships with colleagues other Airline partners to leverage the strength of the Partnerships/Codeshares.
• Submit reports on agent performance and market intelligence.
• Use of commercial tools to optimize on Quality and quantity of deliverables.
• Provide contract support and expertise to contracted agents to maximize revenue.
• Create and maintain customer and agent databases for future targeted campaigns/recognition and proper sales segmentation on offer propositions.
• Process, Maintain and build commercial information on non-IATA agent sign up, COMM-flexand Waiver Management.
• Grow customer database and communicate with agents, corporates & direct customers to maximize business flows.
• Coordinate Msafiri Connect & NDC top up, addressing errors and challenges customers experience on Msafiri connect& NDC portal.
• Support Kenya Airways at travel exhibitions, trade shows and events.
• Assist in investigation, dispute management and collection of ADM / ACM queries.
• Enroll and support non-IATAs those buying direct and indirect.
• Provide support to Travel Trade & Niche segments.
• Participation Key commercial projects to support in change management.
• Deliver on 2 commercial projects per year.
• Perform any other duties that shall be assigned from time to time.

Job Requirements        

• Bachelor’s degree in business related field from recognized institution with minimum 4years’ experience in Sales & Marketing. OR 
• Diploma in Business related field with minimum 7 years’ experience in Sales Marketing with emphasis on client contact and/or reservation/ticketing.

Additional Details        

• Proficient in PowerPoint, MSWord, Excel.
• Stamina, drive, self-motivation and a passion for customer service.
• Ability to work independently and as part of a team.
• Clean Driving License.
• Must be a person of unquestionable integrity. Behavioral Competences:
• Teamwork/team player.
• Customer focus.
• Negotiation skills. 
• Flexible and innovative. 
• Analytical& prioritization skills.
• Commercial acumen and able to act on own initiative when required.
• Ability to prioritize tasks and flexibility of role.
• Proactive and fair-minded nature to both customers and colleagues.
• Excellent communication skills.

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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.
• Actin VMPDS, selling excess baggage, handling cool fliers (student fares) to increase sales and passenger loyalty.
• Correct CRS usage and queue management to reduce cost and increase revenue generation.

Customer Service

• Actively build relationships with clients by offering good customer service to retain and recruit new 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
• Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
• Handling GSA services –Ticket issue to increasing KQ network through joint ventures.
• 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 and develop and maintain customer database to enhance customer loyalty and market intelligence.

 Documentation

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

 Sales

• Generate auxiliary revenue through sale of Travel insurance, KQ holiday packages and any other ancillary products that are available.
• Sell KQ products through telephone, e-mails to maximize on sales and enhance accessibility.

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.