Kuwait Airways is actively recruiting for the role of Contact Center Agent.
In this role, you will perform various tasks to sell and reserve space on KAC flights, exercising courtesy and consideration in all telephone contacts. You will promote KAC flights and services, inputs reservation details into the KAC Reservation System (RESKU) and brief passengers on various requirements or necessary travel information.
Roles and Responsibilities:
• You are to enter assigned personal computer code through the computer set to establish a link with the RESKU system at the start of the shift. You are to review posted daily notices of extra flights or special services to present to prospective passengers and travel agents during shift. • You are to receive telephone calls from the public and travel agents and utilize various techniques to promote sales and the Corporation's image. You are to maintain an efficient and courteous telephone presence with customers publishing various services, such as routings, classes and connection times, and suggesting alternatives whenever original requests are unavailable. You will call up appropriate flight schedules on RESKU to provide quick and efficient referral and flight routings while discussing with customer. • You will note requested flights and obtains necessary information to interactively place booking in the RESKU system. Includes inputting passengers' names, flight dates, numbers, routing, class and particulars from passengers regarding contact telephone numbers and special requests. Reads back information displayed on the visual display unit requests. Reads back information displayed on the visual display unit (VDU) to confirm details, and enters file into system. Notes assigned passenger name record number (PNR) for passenger reference. • You are to brief passengers on procedures for confirming flight, additional services and attendant flight details. Includes locating and requesting other airline flights, hotel and car rental reservations through message system to outstations, advising passenger of confirmation availability time if necessary, and advising procedures for KAC flight reconfirmation times, wait-list clearance, check-in times, weight allowances and ticket collection and payment requirements.
• Diploma holder • 1-2 years call center experience • Bilingual (Arabic is a must)