Customer Service Agent
Kenya
-Ticketing and Reservations: I could handle ticketing, reservations, and booking inquiries, assist customers in selecting flights, providing information on fares, availability, and making or modifying reservations.-Check-In and Boarding Assistance: I was present at check-in counters to facilitate the check-in process, verify travel documents, issue boarding passes, and assist passengers with baggage drop-off. During boarding, we ensured a smooth and organized process, answer questions, and provide directions to passengers.-Baggage Services: I handled inquiries and issues related to baggage, assisted passengers with lost, delayed, or damaged baggage, providing updates on the status and guiding them through the claims process.-Flight Information and Assistance: We were providing accurate and up-to-date flight information, including delays, gate changes, and cancellations, informing passengers about any disruptions, assisting with rebooking or alternate travel arrangements, and address customer concerns or complaints.-Special Assistance and Customer Support: I catered to passengers with special needs, such as unaccompanied minors, elderly passengers, or those requiring wheelchair assistance while coordinating services, provide guidance, and ensure the comfort and safety of such passengers throughout their journey.-Resolving Customer Issues: I handled various customer issues and complaints. by listening attentively, showing empathy, and working towards resolving problems effectively.-Customer Communication: Communicated with customers through various channels such as phone calls and emails, respond promptly, provide accurate information, and maintain a professional and courteous tone in all interactions.-Crisis Management: In the event of flight disruptions, weather-related issues, or emergencies, we provided timely updates, assist affected passengers, arrange alternative accommodations or transportation, and ensure their safety and comfort.
