Passenger Service Executive at Air Peace

Job Summary

• Coordinates the delivery of excellent customer Service while handling passenger reservations, check-in, boarding, reconciliation, etc.

Key Accountabilities and Responsibilities

• Providing a frontline point of presence for passenger enquiries in a friendly manner.
• Assist passengers with fare quotes, reservations, revalidations, rebooking and upgrades.
• Ensuring all tickets are issued correctly and according to IATA regulations.
• Reconciling cash uplift with ticket sales.Blockgroup seats for series and ad hoc group as at when required.
• Issuing excess baggage receipts for excess luggage payments and receipts for no shows, date change.
• Perform random control of passenger’s tickets.
• Ensuringspecial passengers:Passengers with  reduced  mobility, unaccompanied  minorsand group passengers areproperlydocumentedinthePNR. Assist with transit / transfer passengers
• Process baggage and passengers in line with APL’s standards with enthusiasm
• Ensuring that baggage irregularities are followed through to resolution.
• Ensuring that revenue is maximized fromexcess baggage
• Ensuringspecial passengers:Passengers with  reduced  mobility, unaccompanied  minorsand group passengers areproperlydocumentedinthePNR. Assist with transit/transfer passengers

Relationship:

• Develop excellent working relationships with all stakeholders
• Internal: Call Centre, Station Manager, Sales support, IT Support, Revenue Accounting / Management
• External: Travel agents, Other Airlines, IT technicians, Company’s bank staff

Key Performance Indicators:

• Highest level of Customer satisfaction at all times in line with company’s set standard
• Execution of all APL ticketing standards and policies
• Meet all ticketing targets given quarterly

Competencies and Requirements

• High level of personal credibility
• Good customer relation skill
• Good understanding of Airline products and services
• Teamwork
• Compliance with company procedures
• Coping under pressure
• University Degree in social science or similar field. Ability to speak French is a must.
• 3 years’ experience

Additional Functions:

• Determines eligibility by comparing client information to requirements.
• Informs clients by explaining procedures; answering questions; providing information,
• Maintains communication equipment by reporting problems.
• Maintains and improves quality of results by adhering to standards and guidelines;  recommending improved procedures.
• Accomplishes sales and organization mission by completing assigned call centre tasks
• Respond to enquiries from passengers regarding reservation on the phone.
• Resolve all queries arising from reservation issues.