Customer Experience Agent

Support the customer service function of Uganda Airlines at the Airport.

1. · Handling Customer inquiries via the call centre and emails: Answering questions regarding dates, prices, and availability of flights.
2. · Resolve customer complaints in line with UR customer care guidelines to ensure they remain satisfied.
3. · Represent the airline to its passengers and assist passengers—communication to customers and updating the customer database to enrich the Airline’s Database
4. · Customer information support; Informing passengers of any changes or delays regarding flights.
5. · Helping passengers aboard the plane when stationed at a boarding gate:
6. · Maintain an up-to-date database of clients’ information and documentation.
7. · In charge of passenger inflow and queue management at work location.
8. · Participate in marketing campaigns to create awareness of Uganda Airlines product offerings.
9. · Going the extra mile. Helping passengers with special needs, such as low or limited mobility, unaccompanied minors, or passengers travelling with pets.
10. · Responsible for proper arrangement and layout of the front office to ensure a good ambience.
11. · Assist in giving feedback to passengers
12. · Uphold the brand values of UR
13. · Other duties as assigned by the supervisor

· 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.