Travel Advisor

ABOUT THE COMPANY Kenya Airways is the Africa's Leading Airline-Business in the World. JOB SUMMARY Qualifications“O” level Division III or C+.IATA/UFTAA Diploma/Intermediate to advance Airline fares and ticketing.Demonstrated product and market knowledge.Good communication, negotiation and presentation skillsAbility to handle pressure and difficult situations with resilience, calmly and effectively.Must be a person of unquestionable integrity. RESPONSIBILITIES Customer ServiceOffer exemplary service to improve customer satisfaction and retention.Request all Special service SSR and follow up for actions to ensure seamless service to our customers e.g special meals, wheelchairs, advance seat request.Empathize with customers who have been misconnected, denied boarding, delayed flights by rerouting, rebooking as per approved procedures.Strive to resolve any customer complaints and escalate to Lead Travel Advisor or Customer Relation and follow up feedback.Provide professional customer care to our customers.Correctly communicate KQ products, schedules & fares so as to maximize on sales and meet set revenue targets within the shops/outlets while observing good CRS practices to reduce on costs.TicketingObserve all approved tariff schedule and fares to maximize on revenue and reduce on unnecessary billing by other carriers.Ensure passenger ticket-correct booking class and seasonality and correct names per passport.Offer and facilitate Special Service RequestsSeamless Servicing for Direct Corporates and Groups requestsEMD, VOID and Refunds reporting and facilitation of Partner TicketsReportsShare own daily sales report to Lead Travel Advisor for review and reconciliation.SalesCreate and Maintain Customer PROFILE data to assist in distribution of our special promotion fares to maximize on sales.Promote on-line processes (online booking, payment and check in ) to maximize salesGenerate ancillary revenue through sell of KQ merchandise (e.g. Rugby T-Shirts) & extra legroom seatsPromote KQ value add products as applicable.Servicing all Loyalty program members (Flying Blue, Kool Flyers) to increase salesPromote KQ HolidaysSafetyUphold safety and security standards for the office to safeguard company resources.Risk Management: Responsibility on card acceptance policy REQUIRED SKILLS Compliance, Travel planning and reservations (leisure, business), Reporting REQUIRED EDUCATION Diploma, Associate's degree