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  • Posted: Jun 5, 2024
    Deadline: Jun 21, 2024
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    Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.


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    Team Lead Customer Relations Executive

    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

    go to method of application »

    Customer Relations Executive

    Brief Description

    Job Purpose Statement: Reporting to the CustomerRelations and Excellence Manager the role will ensure effective complaint management system and service recovery that enhances customer loyalty,encourages repeat business translating to business retention and reduction inoperations cost and achievement of Revenue.

    Detailed Description

    • Timely resolution of customer complaints, while making follow-ups on compliments or suggestions to ensure business retention.
    • Analysis of consumer trends and preparation and distribution of high-level customer service reports for the Business Leadership Teams for strategy formulation and implementation
    • Identification of areas experiencing recurrent service-related challenges within the business and provision of guidance and support to ensure seamlessness in service delivery.
    • Management of the Feedback and Service Recovery system within the entire business network.
    • Facilitation of data collection from the market through customer forums and meetings with customers
    • Participation In Business projects to offer customer centric guidance during strategy formulation and implementation.
    • Organizing customer forums and meetings across the business network and enhancing loyalty
    • Oversee immediate Service recovery in our international stations.
    • Improving customer service quality results by studying, evaluating and making recommendations for re-designing processes; establishing and communicating service metrics, monitoring and analyzing results in change implementation
    • Management of the service recovery processes through constant evaluation of the existing compensation policies to ensure adherence to Group Policies and International standards and regulations by developing and implementing the Customer Service Charter and Compensation Policy.
    • Analysis of Customer Needs and effective communication of the same to the Business Strategy and Leadership Teams for strategy formulation and implementation.
    • Customer Database Management through collation of customer information, customer profiling, segmentation and participation in the development of tailor-made services and products
    • Preparation and control of service recovery budgets to ensure satisfactory compensation of aggrieved customers, while monitoring expenditures to ensure resource and Cost Management

    Job Requirements

    • University Degree or equivalent
    • Minimum of 5 years’ experience within a Commercial/Operations environment Customer Relations Industry knowledge (will be an added advantage)
    • Diploma in IATA/UFTA is desirable.
    • Work experience in a customer facing environment
    • Working with Billing systems and understanding (end user experience)
    • Foreign language
    • World Tracer & Amadeus Knowledge

    Additional Details

    • Excellent demonstrable knowledge of Customer relations metrics
    • Excellent written and verbal communication skills
    • Customer service procedures and standards
    • A team player with strong interpersonal skills and a positive attitude
    • Planning and organisational skills.
    • Problem-solving skills.
    • Computer skills (MS office modules)
    • Numeracy and report writing skills
    • Results-oriented individual
    • Exceptional Customer Relations skills
    • Product and Market Knowledge

    Method of Application

    Use the link(s) below to apply on company website.

     

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