Wesley Kasanzu

Sales and Ticketing Training OfficerFull Time

• Job Details:• Mentoring and coaching of the sales team through encouraging team work, feedback (both positive and developmental), stress management and also involving the team in identifying sales gaps and corrective mechanism participation. • Organizing workshops for brainstorming between supervisors and sales managers on sales and organizational objectives • Develop/revise training programs for basic fares and ticketing, advanced fares and ticketing, Altea system training to address training gaps • Deliver programs within the Commercial department training calendar to ensure staff gain the knowledge and skills to perform their roles. • Monitor & evaluate implementation of training to ensure effective transfer of skills to the workplace and identify further training needs. • Develop a training schedule to facilitate effective planning of programs. • Liaise with relevant contacts stakeholders to enable smooth coordination of training. • Maintain up to date and accurate training records to ensure compliance with company standards and aid decision making. • Prepare reports on all trainings conducted to enable continuous evaluation of programs and facilitate decision making. • Evaluate programs to be outsourced to ensure relevance to the organisation. • Issuance of certificates and licences to qualified staff to ensure compliance with KQ and IATA standards and procedures. • Marketing KQ commercial training programs in order to help contribute to the achievement of commercial objectives. • Participate in the review of operational manuals (as necessary) and monitor Standard operating procedures (S.O.Ps) to ensure compliance within operational areas. • Perform other related duties as assigned.

Reservations/Contact Center Agent Full Time

• Job Details:To play a vital role, liaising with our Customers in an endeavor to provide Superior Quality Customer Care and Support always so as to acquire and retain our Customers whilst generating revenues. • Responsible for carrying out Reservations/Ticketing & Sales, as well as promote KQ Products/Services • Providing personalized Customer Service to both internal/external Customers in order to achieve high-standard professional level of Customer Care • Educating our Customers on the products and services offered by KQ in order to build an interest and subsequent Sale as well as recruit frequent fliers • Handle customers complaints and general enquiries (e.g. denied boarding, baggage etc) so as to ensure customer satisfaction and retention • Handle flight disruptions appropriately and inform passengers on flight changes, confirmations, ticketing, time limits, handle special requests so as to ensure customers’ requests are met and to cut on GDS(Global Distributions System) costs • Prepare daily reports on activities carried out e.g. Sales report, Email report, disruption management reports • Handling KQ French clientele worldwide