About Company
At Career.zycto, we are passionately committed to connecting talent with opportunity and fostering environments where customer service excellence thrives. We believe every interaction is a chance to build loyalty and ensure smooth journeys. For an airline customer service professional, this means joining a dynamic team dedicated to setting benchmarks in passenger satisfaction, where your contribution directly impacts travel experiences and our reputation for outstanding support. We value proactive problem-solvers who embody empathy and efficiency.
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Job Description
Are you a highly motivated individual with a passion for delivering exceptional service in a fast-paced environment? Career.zycto is seeking a dedicated Full-Time Airline Customer Service Representative to join our dynamic team in Dandora, Nairobi. In this pivotal role, you will be the first point of contact for our valued customers, providing crucial support and ensuring a seamless travel experience. We are looking for someone who thrives on solving problems, possesses impeccable communication skills, and can maintain a calm, professional demeanor under pressure.
As an Airline Customer Service Representative, you will handle a wide range of inquiries, from booking and modifying flights to assisting with baggage claims and resolving complex travel issues. This position requires a strong ability to navigate airline reservation systems, process payments, and provide accurate information regarding flight schedules, fares, and travel policies. You will be responsible for upholding the highest standards of customer care, ensuring every interaction leaves a positive impression and reinforces our commitment to passenger satisfaction.
Beyond transactional duties, you will play a key role in building customer loyalty. This involves actively listening to customer needs, empathizing with their concerns, and proactively offering solutions that exceed expectations. The ideal candidate will be a quick learner, adaptable to new technologies, and capable of working effectively both independently and as part of a collaborative team. You will receive comprehensive training on our systems and procedures, but a foundational understanding of the travel industry or previous customer service experience is highly advantageous.
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If you are eager to embark on a rewarding career where your enthusiasm for service can truly make a difference, and you are ready to represent Career.zycto as a beacon of professionalism and efficiency, we encourage you to apply. This is an incredible opportunity to contribute to a growing operation and develop valuable skills within the vibrant aviation sector. Your dedication will ensure that every passenger’s journey begins and ends with world-class support.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and in-person.
- Assist customers with flight bookings, changes, cancellations, and special service requests.
- Provide accurate information regarding flight schedules, fares, baggage policies, and travel requirements.
- Process payments and issue tickets/travel documents accurately.
- Resolve customer complaints and issues effectively and efficiently, escalating when necessary.
- Assist passengers with check-in procedures, boarding passes, and gate information.
- Handle lost and found baggage inquiries and claims.
- Maintain up-to-date knowledge of airline products, services, and industry regulations.
- Collaborate with other team members to ensure smooth operations and exceptional service delivery.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Proven experience in a customer service role, preferably in the aviation or travel industry.
- Strong problem-solving abilities and a proactive approach to customer issues.
- Ability to work effectively under pressure and in a fast-paced environment.
- Proficiency in basic computer applications (Microsoft Office Suite).
- Exceptional interpersonal skills with a strong customer-centric focus.
- High level of empathy and patience.
Preferred Qualifications
- Diploma or Bachelor's degree in Hospitality, Tourism, or a related field.
- Familiarity with airline reservation systems (e.g., Amadeus, Sabre, Galileo).
- Ability to speak an additional international language.
- Experience with CRM software.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Paid time off and holiday benefits.
- Opportunities for professional development and training.
- A supportive and dynamic work environment.
- Employee recognition programs.
How to Apply
To seize this exciting opportunity, we encourage you to submit your application by clicking on the link below. Please ensure your CV is up-to-date and highlights your relevant customer service experience and language proficiencies.
