Call Centre Executive (French) – Africa World Airlines Limited

Job Description

Skills & Competence (Knowledge/Skills/Abilities

1. Possess knowledge in ticketing functions – reservations, issuing, modification, refunds, etc.
2. Knowledge of the KIU PSS.
3. Excellent selling skills
4. Detail – oriented, highly organized, proactive, and self – motivated; able to work and meet deadlines under minimal supervision.
5. Ability to deal with customers and overcome objections.
6. Good interpersonal and communication skills.
7. A good listener and able to project a calm, steady demeanor in all interactions.

Qualifications & Experience 

1. 1st degree from a recognized University.
2. Fluency in French (Spoken and written) – MANDATORY
3. Numerical competence.
4. Excellent verbal and written communication.
5. Computer literate.
6. Legal right to work in Ghana.
7. Experience in the Airline Industry is an advantage.

Key Tasks

1. Answers phones from customers professionally and respond to customer inquiries and complaints.
2. Ensure all tickets are issued correctly and according to AWA regulations.
3. Handle all customer – related issues to the satisfaction of all potential passengers and existing passengers.
4. Ensure customer turn – around time does not exceed 240 seconds.
5. Record details of comments, inquiries, complaints, and actions taken.
6. Provide prompt response to all email enquiries and customer complaints.
7. Provide a front – line point of presence for passenger enquiries.
8. Interact with customers on our social media handles.
9. Reconcile payments with ticket sales.
10. Perform outbound calls to inform customers of flight disruptions.
11. Perform other duties assigned.