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 the sales process.
Locate available flights; Check on best connections if more than one flight is involved, determine fare costs to maximize revenue while helping passengers to save.
Help customers find the right itinerary that fits their needs; apply upgrades on additional costs to generate more revenue.
Provide 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 seat 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.
Action 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.
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 inquiries to improve their relationship with the travel market and increase the 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’s success as a 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 the 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 a customer database to enhance customer loyalty and market intelligence.
Reconciling of sales returns to account for personal daily sales.
Processing refunds 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 tickets to both direct and indirect corporate.
Generate auxiliary revenue through the sale of Travel insurance, KQ holiday packages, and any other ancillary products that are available.
Sell KQ products through telephone, e-mails to maximize sales and enhance accessibility.
Knowledge, Skills, and Experience
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/trends/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 proactiveness.
Passion about travel and tourism
Interested candidates who meet the above requirements are requested to submit their application by attaching a detailed curriculum vitae either through LinkedIn or send an email to Recruitment@kenya-airways.com.
Only short-listed candidates will be contacted.
Kenya Airways is an equal opportunity employer
- Address Nairobi
- Salary Will be communicated once short listed
- Qualification Refer to job post
- Experience 2-5 years