Job Summary:
Support the customer service function of Uganda Airlines at the Airport.
Key Roles and Responsibilities
- Handling Customer inquiries via the call centre and emails: Answering questions regarding dates, prices, and availability of flights.
- Resolve customer complaints in line with UR customer care guidelines to ensure they remain satisfied.
- Represent the airline to its passengers and assist passengers—communication to customers and updating the customer database to enrich the Airline’s Database
- Customer information support; Informing passengers of any changes or delays regarding flights.
- Helping passengers aboard the plane when stationed at a boarding gate:
- Maintain an up-to-date database of clients’ information and documentation.
- In charge of passenger inflow and queue management at work location.
- Participate in marketing campaigns to create awareness of Uganda Airlines product offerings.
- Going the extra mile. Helping passengers with special needs, such as low or limited mobility, unaccompanied minors, or passengers travelling with pets.
- Responsible for proper arrangement and layout of the front office to ensure a good ambience.
- Assist in giving feedback to passengers
- Uphold the brand values of UR
- Other duties as assigned by the supervisor
Qualifications, Skills and Competencies
- The applicant must hold a Bachelor’s degree from a recognized institution/university in any field.
- At least 3 years’ experience in a similar role with a reputable organization in the service sector.
- Knowledge of another international language is an added advantage.
- Experience in an air commercial and logistics environment is an added advantage.
- Possession of basic numerical skills.
- Excellent customer Care skills -Customer-centric with a commitment to deliver.
- Able to work well under pressure and with minimum supervision for extended hours.
