CENTRE (2posts)
REPORTS To: CONTACT CENTRE MANAGER
DUTY STATION: DAR ES SALAAM
Role Purpose Statement: – To supervise and ensure efficient and effective front line
Customer Service in assigned outlet.
To provide efficient and effective customer focused passenger
Ticket.
Key Accountabilities/Responsibilities
• Will be intermediate connection between Sales Manager/ Sales Executive or Area
Coordinator and reservation staff
• Supervisor of reservations and ticketing staff
• Ensure frontline staff is properly groomed and dress as per uniform etiquette rules.
• Responsible for sales returns reconciliation and submitting same in accordance to
company procedures.
• Responsible for following up refunds for Customers with finance and forwarding same
to clients
• Ensure work area is clean has all appropriate tools for work at start of day. i.e.
stationery, computers functioning etc.
• Carry out daily morning brief with frontline staff to ensure product knowledge and
clear understanding of expectations for the day.
• Ensure ticketing, reservations confirmations and fare quotations and other
information to clients are in compliance with company procedures.
• Intervene and assist frontline staff in dealing with special or mishandled customers
when there is need to do so.
• Mentor and appraise frontline Sales and ticketing staff.
• provide back up to sales executive
• Establish and build relationship with PW trade partners
• Is familiar with results in his/her area(Targets, versus actual monthly statistics)
• Develops business activities and assists in developing business activities in order to
reach and surpass the set target/objectives
• Keeps sales executives informed of developments internal/external
• Collects information about competition activities
• Passes on wishes of agents, accounts clients regarding PW product service and
pricing to the sales executives
• Maximises turnover and yield results through systematic telephone calls to travel
agencies and commercial accounts not on call program
• Ensure and follow up proper implantation of pricing and fares
• Carries out all administration connected with his/her function
• Will handle travel Agencies, Corporate, Client complains and compliments
• Prepare and administer the shift/leave roaster for optimum utilization of staff and
resources
• Lead, motivate and provide valuable support to the reservations and sales in order to
provide excellent service and efficiency
• Cooperates with pricing and revenue Management regarding pricing, capacity and
distribution
• Uses the required tools (Gabriel, PC-Systems) in the most accurate way
• Analyse problems in his/her own field and will choose, advise effective and practical
solutions
• Will pass on necessary information to all concerned in the appropriate manner and
time
• Carries out all duties which may reasonably be requested and which are not includes
in the job description
• Any other duties as may be assigned by your supervisor
Competencies
• Integrity
• Team player
• Proactive/ result oriented
• Pleasant & presentable
• Communication / interpersonal skills
• Resilient
• Self motivated Customer Service in Airline environment
• Response to emails within working day
Key Performance Indicators
• Meets the passenger ticket sales targets
• 100% accuracy in fare quotation and collection of monies.
• Telephone answered within 3 rings.
• Response to emails within working day.
Knowledge, Skills, Experience.
• IATA/UFTAA Foundation/consultants diploma
• Certification in relevant computer application
• Experience in delivering service in demanding consumer environment
• Fluency in appropriate foreign languages an added advantage
Remuneration and Benefits
An attractive remuneration package will be offered to the successful candidate.
Closing Date:
Not later than 25th May 2012.
Mode of Application:
If you feel you meet the above requirements please send your application and CV to the address
below. Only short-listed applicants will be contacted.
The Director of Human Resources And Administration
Precision Air Services Limited
Mail Box 70770
Dar es Salaam
Tanzania
E-mail:pwrecruit@precisionairtz.com
