Customer Service Assistant
Kenya Airports Authority
Total years of experience :13 years, 8 Months
- Provide a seamless airport experience to passengers and stakeholders by working with different government multi agencies and airlines to ensure all customer touch points deliver exemplary service.
- Handle verbal customer complaints at our information desks and provide solutions to ensure satisfaction.
- Provide call center services to answer queries on flight information, travel guidelines and airport facility.
- Supervise contractors working on the airport facility to ensure they deliver according to the standards provided.
- Offer facilitation services together with the ministry of foreign affairs to VIP travel movements at the Airport government VIP lounge.
- Make flight announcement and other general announcements using the airport public address system.
- Interact with customers using CRM to tackle various queries and concerns about their experience at JKIA airport.
- Work together with aviation security to uphold high level of security compliance by attending trainings and drills.
- Update flight information display system with the correct flight schedules i.e. flight delays, flight diversions, estimated timings, belt and gate allocations.
- Hold airport education tours to students from aviation colleges, high school and primary school.
- Uphold ICAO guidelines by monitoring flights and passenger processes from the time of arrival to the last passenger to exit and also the departure processes.
- Queue combing at various customer touch points to ensure passengers with special needs are given priority and attended to.
- Coordinate with various departments like engineering and ICT to ensure facilities are in operation and to report defects and unserviceability.
