Purpose

Reporting to Operations Manager CRM & Loyalty, you will play a key role in enhancing the experience of our most valued customers. This position is responsible for enhancing the Asante Rewards customer experience through proactive engagement, efficient handling of enquiries, and support in flight reservations, redemptions, and disruption management. If you enjoy going above and beyond to create memorable customer interactions, we want to hear from you!

Responsibilities

Customer Service & Loyalty Support


Deliver exceptional, professional service to Asante Rewards members.
Handle inbound inquiries and assist with program enrolments and account management.
Educate members about Asante Rewards benefits and services to build customer loyalty.
Handle complaints, resolve issues and contribute to customer satisfaction and retention.
Propose improvements to enhance customer loyalty experience.


Reservations & Ticketing


Assist members in finding suitable travel options and issue both commercial and redemption tickets for Kenya Airways and partner flights.
Manage special requests (e.g. seats, meals, baggage) and provide travel documentation guidance (passport/visa/health).
Ensure accurate ticket issuance, upsell ancillary services, and optimize bookings to reduce GDS costs.
Maintain accuracy on all flight bookings and issuance in order to maintain good Customer Service


Disruption Management


Support Asante Rewards members and commercially booked customers during flight disruptions by coordinating rebooking and timely communication.
Collaborate with internal teams to execute seamless service recovery.
Prepare accurate and timely reports on affected customers to support effective decision making.


Program Growth


Actively recruit new members into Asante Rewards and build affinity with Kenya Airways frequent flyers.
Support to grow program engagement through promotions, partnerships and member education events.


Skills


High integrity and professionalism
Strong team spirit and collaboration
Customer-focused and results-oriented
Good planning and organizational skills


Qualifications


KCSE C Plain or O-Level Division III
IATA/UFTAA diploma in Airline Fares & Ticketing or relevant Customer Service certification
Proficiency in Microsoft Office (Word, Excel, Outlook)
Strong interpersonal and communication skills
Excellent customer service orientation
Fluency in a foreign language (e.g. French, German, Spanish, Chinese) is a plus