Chief Customer Service Agent x2 at Zambia Airways

I. POSITION INFORMATION
POSITION TITLE: CHIEF CUSTOMER SERVICE AGENT
JOB GRADE: ZA4
REPORTS TO (TITLE): SUPERVISOR SALES & MARKETING
LOCATION: LUSAKA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Supervisor Sales & Marketing, the Chief Customer Service Agent will be responsible for providing services to the company through supervision of the ticket office and/or a Reservation, selling ZAMBIA AIRWAYS services to customers , Helps ticket and reservation agents show efficiency, enthusiasm, and interest in the customers’ needs and requirements. Give on-the-job training to agents so that they may be familiar with all reservation’s procedures, tariff manual rules and regulations of ZAMBIA AIRWAYS. Supervise cash collections and deposits; Protect usage of all ZAMBIA AIRWAYS accountable documents and varied reservations forms in accordance with Company policy. Supervises petty cash reports and ensures proper handling of unused tickets to be refunded to the appropriate customers. See that proper relationships are maintained in a business-like manner.

The incumbent of this role is responsible for performing a wide variety of passenger handling duties at departures, boarding gates, arrivals including verification of travel documents and assisting special need passengers within the airport environment. To this extent, the role is responsible for ensuring excellent customer service delivery

III. KEY DUTIES & RESPONSIBILITIES:

• Organizes and supervises passenger check-in, air freight handling, ramp handling, reservation and ticketing activities.
• Deploys the resources required for the daily sales & operational activities.
• Supervises the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo.
• Assists and ensures the correct handling of mishandled baggage and damaged baggage
• Keeps a detailed report regarding mishandled and damaged baggage
• Ensures the highest level of passenger safety and care in all aspects of duty
• Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
• Ensures that passengers, cargo, and mail are received and properly ticketed, billed and handled and that the necessary records and reports are prepared
• Coordinates and assists in the preparation of annual budget
• Monitor the ground and cabin products and services standards in order to ensure a high standard quality product to provide consistent service delivery and seamless travel experience of the airline.
• Reviews and develop policies and procedures for inclusion in the Customer Service, Cargo, Ground Operations and Cabin Operations.
• Develops risk register (database) on his/her respective area of operations which includes prioritized risks, appropriate risk response, defined risk mitigation processes and measures that monitor effectiveness
• Ensures the passenger’s satisfaction is given priority in service enhancement processes
• Directs the conformity audit of the ground, on- board services, baggage services including the outsourced services against set standards and in compliance with the international standards and Star Alliance requirement.
• Responsible for supervising all activities related to handling of passenger reservation and providing flight information.
• Gives reply to interoffice correspondence requesting fare quotation and flight regularities.
• Plans, organizes, administers and controls all activities associated with arriving and transit passengers’ baggage, on time baggage delivery of incoming passengers’, mishandled passengers’ baggage and other activities related to Central Baggage Tracing.
• Plans, Supervises, monitors and controls the passenger handling services and on time performance at the airport.
• Plans, guides and Controls/Monitors, the activities related to the handling of arriving and transiting passengers at the airport
• Continuously scans and monitors the industry best practices in service delivery and product standard, analyze feasibility of adopting them as required and as appropriate
• Ensures the consistent implementation of the airline safety & security policy and procedures by reporting deviations to safety or security offices as appropriate, initiating and taking preventive and corrective actions to avoid the recurrence of the deviation; visibly demonstrate and communicate commitment by making safety priority agenda item for all operational meetings and communications; develop and implement accident/incident reduction and prevention plans, communicate and implement lessons learned; participate in the development and implementation of safety briefings; encourage and ensure hazard reporting culture by employees; ensure employees have the education, experience, and the training to perform their work safely; ensure the serviceability of equipment/facilities to prevent safety risks.
• As Zambia Airways Brand Ambassador, is e responsible for promoting and adhering to the Brand Guidelines.
• Ensures the consistent implementation of the airline safety & security policy and procedures by reporting deviations to safety or security offices as appropriate, initiating and taking preventive and corrective actions to avoid the recurrence of the deviation; visibly demonstrate and communicate commitment by making safety priority agenda item for all operational meetings and communications; develop and implement accident/incident reduction and prevention plans, communicate and implement lessons learned; participate in the development and implementation of safety briefings; encourage and ensure hazard reporting culture by employees; ensure employees have the education, experience, and the training to perform their work safely; ensure the serviceability of equipment/facilities to prevent safety risks.
• Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

• Minimum of grade 12 GCE O level certificate
• IATA /UFTAA Diploma
• Minimum of 5 years industry work experience at Supervisor level
• Must be prepared to work shifts at the airport
• Must be fluent in English language

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