Summary
Date Posted: 18th February 2019 , Base Salary: Not Disclosed , Employment Type: Full-Time , Currency: RwF

JOB DETAILS:
RwandAir Limited is the flag carrier airline of Rwanda. It operates domestic and international services to East Africa, Central Africa, West Africa, Southern Africa and the Middle East from its main base at Kigali International Airport. Our mission is to provide unsurpassed, safe and reliable services in air transportation, including strategically linking Rwanda with the outside world, while ensuring a fair return on investment. As part of the expansion strategy we are looking for interested, qualified and competent candidates to fill the following position:
Job Title: Call Centre Agent
Reports to: Manager, Customer Relations
Job Purpose
The Call Centre supervisor will work hand in hand IBE (Internet Booking Engen), Sales and Passenger Handling and Outstations to respond to customer inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
Duties and Responsibilities
• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services queries;
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that client’s feel supported and valued;
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed;
• Building lasting relationships with clients and other call Centre team members based on trust and reliability;
• Utilizing software, databases, scripts, and tools appropriately;
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service;
• Seize opportunities to upsell products or recommendations for products or services that may better suit client needs;
• Manage inbound and outbound calls in a timely manner;
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives;
• Build sustainable relationships and engage customers by taking the extra mile;
• Practicing and ensuring compliance with company policies and procedures.
Desired Profile: Required education, experience and Abilities
• Minimum High School Diploma;
• Previous experience in a customer support role is an added advantage;
• Strong phone and verbal communication skills along with active listening;
• Familiarity with computers and strong typing skills;
• Customer focus and adaptability to different personality types;
• Ability to multi-task, set priorities and manage time effectively;
• Exceptional customer service, active listening, and verbal and written communication skills
• Ability to diffuse tense situations;
• English and Kinyarwanda (Spoken: Fluent , Written: Excellent);
• Knowledge of French is an added advantage;

{module 312}

Job application procedure
An application letter addressed to Director -Human Resources;
• Recent Curriculum Vitae;
• A photocopy of the Rwanda National Identity card;
• Notarized Relevant certificates;
• One passport photos;
• Three referees.
The deadline for submitting application documents is March 6th, 2019 at 4pm local time at the front desk of our head office located at Kigali International Airport, Top Floor building. NB: Only shortlisted candidates will be contacted.