Vacancy for Passenger Service Executive at Air Peace Banjul

We aspire to become a dependable employer that offers its employees opportunities, relevant training’s and a safe working environment. At Air Peace Limited, You have the opportunity to advance your career beyond your imagination.

Summary:
The Passenger Service Agent shall be responsible for a professional and courtesies check -in services of passengers. Being the face of the company, a high level of customer service is required at all times.
Key Accountabilities and Responsibilities
Check passengers’ tickets to confirm details and issue corresponding boarding passes.
Issue tickets to passengers, after confirming that all information on them is accurate
and complete
.
Provide passengers with essential information such as flight times and transportation connections
.
Process baggage and passengers in line with APL’s standards with enthusiasm
.
Handle fee calculations and passenger baggage processing
Operate airline specific reservation and ticketing software
Ensuring that baggage irregularities are followed through to resolution.
Ensuring that revenue is maximized from excess baggage
Providing a frontline point of presence for passenger enquiries in a friendly manner
.
Assist passengers with fare quotes, reservations, revalidations, rebooking and upgrades
.
Ensuring all tickets are issued correctly and according to IATA regulations
.
Reconciling cash uplift with ticket sales
.
Block group seats for series and ad hoc group as at when required
.
Perform random control of passenger’s tickets
.
Escalates unresolved Customer Service issues to the relevant Department.
Passenger Service Supervisor Relationship
Develop excellent working relationships with all stakeholders;
Internal: Call Centre, Station Coordinator , Sales support
, IT Support, Revenue Accounting/Management
External: Travel agents, Other Airlines, IT technicians, Company’s Bank staff
KEY PERFORMANCE INDICATORS
100 % Customer satisfaction at all times in line with company’s set standard
100 % Execution of all APL ticketing standards and policies
85 % Quarterly Ticket targets
Implemented strategic loading/unloading and boarding/de-boarding processes to ensure a reduction in time by 15%
Resolved issues with flight activity on account of coordination and communication skills to ensure on -time departure with a success rate of 80%
COMPETENCIES AND KEY REQUIREMENTS
High level of personal credibility
Good customer relation skill
Good understanding of Airline products and services
Teamwork
Compliance with company procedures
Coping under pressure
Ability to speak French (an added advantage)
Two years minimum work experience in a related field.
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