Jobs at Kenya Airways

Brief Description

Job Purpose Statement: Organize, conduct & evaluate training & development programmes to enhance organizational and individual performance of operational personnel and commercial customers.

Detailed Description

• Design and Inflight Service training programs in compliance with Industry standards, Organizational needs and staff development needs.
• Organize training logistics including preparation of learning material and venue arrangements
• Conduct training needs assessment to Identify training and development needs
• Deliver training programs in areas of Inflight Service and other relevant staff development courses in accordance with the approved syllabi/curriculum
• Prepare, administer, mark examinations, and communicate results
• Prepare reports on all trainings conducted to enable continuous evaluation of training
• Issue certificates to qualified participants
• Prepare and submit accurate and complete training records within the stipulated time
• Review training materials to reflect company standards, regulatory requirements and applicable industry standards.
• Maintain competency, qualification and where required certified in the subject matter required to deliver
• Act as internal consultant in subject matter areas and support in driving organization change
• Participate in the development and sharing of annual training calendar in liaison with relevant managers
• Create a learning culture by always engaging learners and their managers.
• Collect participants feedback on delivered learning solutions and ensure regular evolution training
• Monitor and evaluate implementation of the trainings to ensure effective transfer of skills and identify further training needs to continuously improve performance (Level3).
• Support in the development, monitoring and implementation of e-learning in subject matter areas.
• Deliver commercial training programs to contribute to the achievement of revenue generation.
• Conduct service checks for crew in accordance with OME

Job Requirements

• Bachelor’s Degree/Diploma
• Excellent communication, interpersonal and presentation skills
• Leading self
• Instructional design and delivery skills
• Motivational skills
• Three (3) years of relevant experience as purser.

Additional Details

• Analytical skills with good judgement
• Interpersonal understanding
• Self confidence
• Ability to work under pressure
• Self- control
• Leadership skills
• Strong work ethics
• Teamwork and cooperation

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Brief Description

S/he will provide end users with regular updates on the progress of resolving their incidents or fulfilling their requests.

Detailed Description

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote trouble shooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Job Requirements

• Bachelor's Degree in IT or a related field
• Knowledge and experience in IT service desk practices.
• Related experience and training.
• 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
• Windows desktops and notebooks, as well as iOS devices, in a networked environment.
• Microsoft Office & Outlook.
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory
• 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.

Additional Details

• Ability to communicate technical concepts to non-technical people.
• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.
• Ability to multi-task in a fast-paced environment.
• Exceptional oral and written communication skills.