Customer Service Agent: Jambojet

About Jambojet

Jambojet, a brand of Kenya Airways, is Kenya’s first low-cost airline. Operating from Jomo Kenyatta International Airport in Nairobi, Jambojet has set to revolutionize the way you travel by opening up the skies for all to fly for less. We aim to provide affordable air travel because flying really is for everyone.

Learn more about the work culture at Jambojet here

The Role

The Customer Service Agent is responsible for providing exceptional customer service to Jambojet passengers and stakeholders. This includes handling inquiries, resolving issues, and ensuring a positive customer experience throughout the travel journey.

Key Responsibilities:

• Provide accurate and timely information to passengers regarding flight schedules, fares, baggage policies, and other related inquiries.
• Handle customer reservations, ticketing, cancellations, and refunds efficiently and accurately.
• Resolve customer complaints and issues with empathy and professionalism, aiming for first-call resolution.
• Proactively identify and address customer needs, offering solutions and alternatives to enhance their travel experience.
• Adhere to company policies and procedures, including safety and security regulations.
• Maintain up-to-date knowledge of Jambojet products, services, and promotions.
• Effectively utilize customer service systems and tools to manage inquiries and track resolutions.
• Collaborate with other departments to ensure seamless service delivery and customer satisfaction.
• Contribute to a positive and supportive team environment.

Qualifications:

• Proven experience in customer service, preferably in the airline or travel industry.
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse individuals.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Proficiency in customer service software and tools.
• Fluency in English and Swahili (additional languages are an advantage).
• Must have a positive attitude and a passion for providing excellent customer service.

Benefits:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Exposure to a dynamic and fast-growing airline.
• A chance to make a positive impact on the customer experience.
• Travel rebates for you and your family