RwandAir, is the
National Carrier for the Republic of Rwanda.
RwandAir mission statement is to provide unsurpassed, safe and reliable
services in air transportation, including strategically linking Rwanda with the
outside world, while ensuring a fair return on investment. The majority share
holding of the company is the Government of Rwanda.
RwandAir is
interested in hiring competent person to fill the following position:
JOB TITLE: CALL
CENTER AGENTS
REPORTS TO: CALL CENTER SUPERVISOR
DEPARTMMENT: COMMERCIAL
LOCATION: KIGALI
JOB PURPOSE
Being the key
contact point between WB and the callers, the general role and purpose of
agents is to receive all inbound calls and execute all outbound calls as
required. This is not limited to; Answering-incoming calls from customers to
take orders, answer inquiries and questions, handle complaints, troubleshoot
problems and provide information.
To successfully
execute this function, all agents will be required to receive training in the
WB reservations systems and passenger handling procedures in general.
DUTIES AND
RESPONSIBILITIES
- Answer
phones professionally; - Respond
to customer inquiries; - Research
required information using available resources; - Handle
and resolve customer complaints; - Provide
customers with product and service information; - Process
orders, forms and applications; - Identify
and escalate priority issues; - Route
calls to appropriate resource; - Follow
up customer calls where necessary; - Complete
call logs - Complete
call reports
EDUCATION AND
EXPERIENCE
- Bachelor’s
degree in Business Administration/Management or Social Sciences. - Qualifications
in Customer Relationship Management will be an added advantage. - Superior
oral and written communication skills (Fluency in English, French,
Kinyarwanda and Swahili) - Proficient
in relevant computer applications and Good keyboard skills - Knowledge
of customer service principles and practices - At
least 1 year or more experience in a call center environment - Customer
service experience. - Relevant
product knowledge
KEY COMPETENCIES
- Verbal
and written communication skills - Listening
skills - Problem
analysis and solving skills - Customer
service orientation - Organizational
skills - Attention
to detail - Initiative
- Judgment
- Adaptability
- Team
work - Stress
tolerance - Resilience
How to apply:
- An
application letter addressed to General Manager -Human Resources - Recent
and detailed curriculum vitae - Relevant
certificates - A
photocopy of passport - Two
passport photos
The deadline for
submitting application documents is June 23, 2013 at 4 pm local time at the
front desk of our Head Office located at Kigali International Airport, Top
Floor building.
General Manager-
Human Resources
RwandAir
Kigali International Airport – Main Terminal Building (Top Floor)
Box 7275 Kigali – Rwanda
Only shortlisted candidates
will be contacted for interviews