Customer Service Agent x7 at Zambia Airways

I. POSITION INFORMATION

POSITION TITLE: CUSTOMER SERVICE AGENT
JOB GRADE: ZA7
REPORTS TO (TITLE): SENIOR CUSTOMER SERVICE AGENT
LOCATION: TBA
DIVISION/SECTION: SALES & MARKETING
DIRECT REPORTS: TBA

II. JOB SUMMARY:

Under the direct supervision of the Senior Customer Service Agent, the Customer Service Agent is responsible for reservations, selling, issuing and reissuing of tickets;

III. KEY DUTIES & RESPONSIBILITIES:

• Handles passengers’ queries and inquiries, reservations and ticketing
• Support travel trade partners with reservations and ticketing related queries.
• Makes bookings and gives accurate flight information to Zambia Airways customers and travel agents
• Contacts booked passengers and advise of any flight changes when these occur.
• Verify and check that passengers meet immigration, VISA and health requirements prior to ticket issuance
• Deposits sales funds with company Cashier or in authorized bank as per company policy.
• Provide feedback and suggestion to the Senior Customer Service Agent on to improve and enhance customer experience.
• Processing of customer refund applications as per airline fares rules and conditions
• Attends to passengers at the sales office issues and re-issues tickets, issue relevant documents for excess baggage.
• Attend to passenger’s passenger queries and inquiries on the telephone, email as well as at the ticket sales office.
• Handles the boarding and disembarkation of passengers and the loading and unloading of baggage and cargo when assigned at the airport.
• Prepares ticket lift envelopes, flight files sales and other reports and required records.
• Maintains efficiency and professionalism required to maintain technical competency for the position
• As Zambia Airways Brand Ambassador, you are responsible for promoting and adhering to the Brand Guidelines
• Perform all other related duties that may be assigned from time to time by the Supervisor.

IV. QUALIFICATIONS AND EXPERIENCE:

• Minimum of Grade 12 G.C.E O level certificate
• Fluency in English Language
• Computer literate
• IATA/UFTAA Diploma
• Must be prepared to work shifts when assigned at the airport

.