JOB VACANCY
Precision Air Services is a fast growing private Tanzanian airline which operates in partnership
with Kenya Airways, with its strategies to expand wings beyond East Africa and Africa.
In order to keep our services at a higher level and meet our customers’ maximum satisfaction
we wish to invite applications from suitably qualified candidates to fill in this challenging position.
POSITION: CONTACT CENTRE TEAM LEADER
REPORTS To: SALES MANAGER DAR & ZNZ
DUTY STATION: DAR ES SALAAM
Role Purpose Statement: Develop, design and manage Precision air’s contact centre to meet
overall company objectives and strategies.
Key Accountabilities/Responsibilities
Design, Develop and implement Precision Air’s contact centre strategy for Customer
Relationship Management to facilitate highest customer retention service in line with
company objectives.
Design and continuously improve Contact Centre rules & regulations to ensure customer
satisfaction
Design, develop and produce work processes and customer service standards manual
to guide the workflow of contact centre staff.
Liaise with RM to ensure flight schedule changes are communicated to passengers in
good time and as per the set customer service standards.
Liaise with Paa loyalty frequent flyer programme to maximize efficient flow of information
to our customers.
Liaise with Paa Loyalty, Customer Care & Sales to ensure implementation of best CRM
practice is in use by Precision Air frontline passenger contact points.
Provide on the job training, mentoring, motivation and appraisal of contact centre team
to maximize output while maintaining service standards.
Enhance optimum use of contact centre telephony system features for internal and
external communication.
Maintain customer contact database in liaison with Paa loyalty programme & Sales
team.
Monitor the nature of calls, provide guidance on responding to customer queries and
forward any major concerns to Sales Manager DAR & ZNZ for further action.
Advise pax of schedule changes and communicate feedback to RAS
Minimum Qualifications:
University Degree or 4 years experience in a front line customer contact service area.
Computer literate and knowledge in Airline Reservation systems.
Knowledge and Experience in customer relationship management
Cross culture communication skills
Analytical and pays attention to detail.
Competencies
Extraordinary communicator with excellent command of Kiswahili and English
Focused, self reliant Team player, Customer focused and good PR
High integrity, decisive and confident
Ability to work under pressure and meet tight deadlines
Remuneration and Benefits
An attractive remuneration package will be offered to the successful candidate.
Closing Date:
Not later than 27th November 2011
Mode of Application:
If you feel you meet the above requirements please send your application and CV to the
address below. Only short-listed applicants will be contacted.
The Director of Human Resources and Administration
Precision Air Services Limited
Mail Box 70770
Dar es Salaam
Tanzania
E-mail:pwrecruit@precisionairtz.com