Background:
RwandAir
is the Rwanda National Carrier. As it continues to reposition, consolidate and
expand, a number of opportunities continue to be available for immediate
recruitment. We are looking for exceptional people to work for an exceptionally
demanding organization.
Desired candidate will be results-driven, be service-focused, a team player, an
effective communicator with well-honed negotiation skills, a strategic thinker
with adequate attention to detail, of unquestionable honesty and integrity, be
technologically aware and have an exceptional interpersonal skills. It is on
this basis that Rwandair wishes to recruit Call Center Agents that will assist
the organization to achieve its objectives
JOB TITLE: Call Center Agents.
DEPARTMENT: Commercial
SECTION: Marketing and Corporate Communication
UNIT: Customer Relationship Management.
LOCATION: Kigali
1. 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.
2. Main Job Tasks 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
3. 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
4.
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
Haw to apply:
•
An application letter addressed to Senior Manager Human Resources
• Recent and detailed curriculum vitae
• A notarized copy of degree
• Copy of certificates
• A photocopy of the national identity card
The deadline for submitting application documents is 3rd January 2012 at 4pm
local time at the front desk of our head office located at Kigali International
Airport, top floor building.
The Senior Manager Human Resources;
RwandAir
Kigali International Airport
P.O. Box 7275 Kigali -Rwanda
Only Shortlisted candidates will be contacted.
Note: RwandAir is an equal opportunity employer