Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
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.
Read more about this company
Job description
Job Purpose
The main objective for Manager E-support, Content and Quality Management Main is to manage the quality, operational and functional performance and availability of the kq.com, m.kenya-airways.com and mobile app and its applications (booking tool, paid services, promotions and ancillary services) to secure the online revenue
Responsible for maintaining consistency and flexibility throughout the Sales & Service Centres .He or she is also the functional liaison between e-sales and Call Centres. Key interactions includes: Legal, Marketing, CSS Team, other functional areas and all online applications i.e (eBT (electronic booking tool), ICI (Internet check-in), Payments, Manage My Booking, Timatic, Flight timetable, flight status etc. This role incorporates new and existing technologies into the execution of the business content strategy in support of customer experience and business objectives.
A side responsibility is that he/she is also responsible and the interface with respect to Emergency Management in case of hijacks/ crash. Responsible for dark site and procedures for kq.com and first contact for kq.com in case of hijack/crash. For Contingency, he/she holds a 24/7 responsibility for contingency-updates on kq.com.
Key Performance Areas
- Content Management
- Translate e-Commerce vision and strategy into both a functional as operational strategy to secure the availability, performance and support of the kq.com and Mobile tools & services.
- Manage the shift of content related activities from local establishments towards central.
- Manage Content team in order to achieve content development goals and to execute the operational content.
- Manage/Participate in content Projects
- Steer content team
- Deliver all content support services to Field Sales organisation & HQ to assist in and help execute their local E-sales and Central strategy
- Manage and organize application and user support for the Booking tools; eBT, MMB, ICI, Paid Services. Act as second line support for all online applications:-
- Manage daily issues & improvements
- Ensure continuity & quality support for all sales application
- Manage second line online product support
- Leads business content development, coordinates with relevant stakeholders to proactively identify business content needs in support of the
- Customer On-line platform
- Develop business content workflow processes.
- Develop and implement site data strategies to create an intuitive user experience throughout the online shopping experience.
- Quality Management
- Manage Quality Assurance Team (1 FTE)
- Responsibility for website kq.com and Mobile products offer, including the full airline scope
- Alignment between all stakeholders involved for implementation of new carriers, SPA’s, routes, code share
- Coordinate the implementation of new country websites
- Responsible for interface role with Legal department, Revenue Management and other internal and external stakeholders
- Key project participation
- Pro-actively optimizes quality in the broadest sense by being the liaison with different stakeholders when searching for and solving
- structural operational issues.
- E-Payment management & Monitoring
- Translate e-Commerce payment vision and strategy into both a functional as operational strategy.
- Manage e-payment team (1FTE)
- Proactively monitoring & analyzing of payment errors
- Define implementation of monitoring tools for Quality and Payments Analyses
- Define, advise & improve payment support processes
- Manage all Payment service providers and Acquirer contracts and SLAs.
- 2nd Level online support
- Manage all internal and external supplier contracts (service provider and SLA management)
- Ensure all service are supported by contracts and service level agreements
- Monitor suppliers via service level management
- Safeguard 100% uptime at all times
- Web Support (Number of calls, mails, handling times, etc.)
- Responsible for the development and implementation of new improved fulfilment and back-office applications
- General activities
- Contribute to the E-commerce business plan from the functional & operational perspective.
- Define business plan for Content & Quality Management aligned with the E-commerce business plan
- Responsible for functional managing, coaching and developing the Content, Payment, Quality team.
- Contributes in defining the E-Sales vision & strategy, plus relevant processes
- Organize web support meetings with the Operational Managers of the Sales & Contact Centers
Professional/Academic And Experience
- Bachelor degree in business administration or Commerce or Business IT(BBIT)
- Proficiency in MS office, Internet, Database
- Fluent in written and spoken English
- Strategic insight & market overview in content management, market developments & content management systems
- Experience: 4 years in online application management
- Airline experience is added advantage
go to method of application »
Job description
Principal Accountabilities (KEY Performance Areas)
Area
Accountability (Responsibility)
% of time spent
- 70% Sales Support
- Sales Support administration – process BSP refunds requests, net fare queries, assist with ADM/ACM queries and issue ZED fare tickets.
- Provide support for corporate and trade contracts set up/implementation on relevant tools and follow up to maximise revenue.
Issue, ticket & administer annual contracted, educational & IATA requests to aid build trade/industry relationship
Area SME tool support and customer base enhancement
Administration of Commercial Flexibility/Commercial gestures & ticketing related issues
Provide indoor sales support to Key Account Managers/Sales Executives to enable them focus on outdoor sales.
Handles operational issues and special requests; liaise with relevant departments to conclude aftersales issues.
- 15% Data Management
- Create & maintain customer and agent databases for sales teams to facilitate easy access to available customer & agent details which may not be maintained on other tools.
- Maintain and build sales information repository from MIDT, GDS/CRS costs and BSP statistics.
- 10% Business Process
- Supports, implement & monitor use of relevant airline and commercial policies e.g. Trade, Corporate, Pricing e.t.c.
- Support Kenya Airways at relevant travel exhibitions, trade shows & events.
- 5% Communication
- Communicate with agents, corporates and members of our frequent flyer programs to maximise business opportunities/flows.
Knowledge And Experience
Qualification
(Minimum)
University Graduate (Bachelor’s Degree)
Additional Qualifications
- IATA Fares & Ticketing Certificate
- CRS/GDS proficiency
Years Of Experience
(Minimum)
2 – 3 years commercial/retail experience in air travel or related industry.
Other Skills
Proficient in MS Office products
go to method of application »
Job description
Principal Accountabilities (KEY Performance Areas)
Area
Accountability (Responsibility)
% of time spent
70% Sales Support
- Sales Support administration – process BSP refunds requests, net fare queries, assist with ADM/ACM queries and issue ZED fare tickets.
- Provide support for corporate and trade contracts set up/implementation on relevant tools and follow up to maximise revenue.
- Issue, ticket & administer annual contracted, educational & IATA requests to aid build trade/industry relationship
- Area SME tool support and customer base enhancement
- Administration of Commercial Flexibility/Commercial gestures & ticketing related issues
- Provide indoor sales support to Key Account Managers/Sales Executives to enable them focus on outdoor sales.
- Handles operational issues and special requests; liaise with relevant departments to conclude aftersales issues.
15% Data Management
- Create & maintain customer and agent databases for sales teams to facilitate easy access to available customer & agent details which may not be maintained on other tools.
- Maintain and build sales information repository from MIDT, GDS/CRS costs and BSP statistics.
10% Business Process
- Supports, implement & monitor use of relevant airline and commercial policies e.g. Trade, Corporate, Pricing e.t.c.
- Support Kenya Airways at relevant travel exhibitions, trade shows & events.
5% Communication
Communicate with agents, corporates and members of our frequent flyer programs to maximise business opportunities/flows.
Knowledge And Experience
Qualification
(Minimum)
University Graduate (Bachelor’s Degree)
Additional Qualifications
- IATA Fares & Ticketing Certificate
- CRS/GDS proficiency
Years Of Experience
(Minimum)
2 – 3 years commercial/retail experience in air travel or related industry.
Other Skills
Proficient in MS Office products
go to method of application »
Job description
- To lead, guide and support the Contact Center Team to ensure delivery of quality Customer Care, Revenue Generation and ensure timely & accurate Ticketing
- To drive Efficiency within the Contact Center in liaison with the Quality & Reporting Analysts and other business units
- To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of Customers/Business
- To timely prepare and compile daily Operational reports in liaison with the QA & Reporting Analysts. Analyze and utilize these reports to guide the Operations
- To uphold integrity, safety and security standards for the office to safeguard company resources
Additional Details
- Ensure Call Service Levels and Efficiencies are achieved (80% - SL, 90% - Efficiency)
- Customer correspondence/enquiries to be responded to within 12 hours
- Ensure revenue generation as per set targets
- Adherence to processes and procedures ensuring no loss of revenue to KQ
- 100% accuracy of ticketing and feedback information given to Customers
- Ensure coaching of CC Agents and documentation of the same (bi-monthly)
Qualification
- O’ or ‘A’ level of education
- Diploma or Business degree
- Experience in leading a Team in a Call Centre environment
- IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
- 3 years airline experience in sales and ticketing / Contact Center environment
Method of Application
Use the link(s) below to apply on company website.
Build your CV for free. Download in different templates.
Gmail
Yahoomail