Description
Kenya Airways is looking for a Travel Advisor who will be responsible for a variety of tasks including ticketing, customer service, documentation, and sales.
In the Ticketing role, you will be expected to locate available flights, determine the best connections, and maximize revenue by finding fare costs that help passengers save while applying upgrades when appropriate. You will provide detailed and accurate fare quotes, assist with unaccompanied minors, manage changes to reservations, reissue or revalidate tickets, and collect applicable fees. You will also inform passengers about flight changes, confirmation details, and legal requirements for their journey, such as passport and visa requirements, check-in procedures, and baggage allowances.
In Customer Service, you will build relationships with clients, offering exceptional service to retain and recruit new customers. Your role includes supporting travel agents, handling customer complaints (such as denied boarding or baggage issues), facilitating the tracing of lost baggage, and managing flight schedule disruptions. You will also provide assistance for online reservations, check-ins, and payments, all while aiming to improve services, increase revenue, and maintain customer loyalty.
In the Documentation aspect, you will be responsible for reconciling sales returns, processing refunds for unutilized tickets, and issuing Miscellaneous Charge Orders (MCO) and invoicing for timely and accurate payments.
Finally, in Sales, you will work to generate auxiliary revenue by selling travel insurance, KQ holiday packages, and other available products. You will also promote KQ products via telephone and email to maximize sales and enhance customer accessibility.
Requirements
To succeed in this role, you must have a Bachelor’s Degree and basic airline fare and ticketing training. Having 1-2 years of experience in a sales role will be an added advantage. You should possess sound knowledge of domestic and international travel requirements, trends, and availability. Exemplary sales skills and a customer-oriented approach are essential, along with a good understanding of computer reservation systems (CRS). The role requires the ability to interact, communicate, and negotiate effectively, and fluency in English is a must. Multi-lingual skills will be a plus. You must demonstrate initiative and proactiveness, be solution-oriented, and have a passion for travel and tourism.