Customer Experience Agent

Uganda Airlines is seeking to recruit a Customer Experience Agent to support the customer service function of Uganda Airlines at the Airport.

• Handling customer inquiries via the call centre and emails, answering questions regarding dates, prices, and availability of flights.

• Resolve customer complaints in line with UR customer care guidelines to ensure they remain satisfied.

• Represent the airline to its passengers and assist passengers, including communication to customers and updating the customer database to enrich the Airline’s Database.

• Provide customer information support by informing passengers of any changes or delays regarding flights.

• Help passengers aboard the plane when stationed at a boarding gate.

• Maintain an up-to-date database of clients’ information and documentation.

• Manage passenger inflow and queue management at work location.

• Participate in marketing campaigns to create awareness of Uganda Airlines product offerings.

• Go the extra mile to help passengers with special needs, such as those with low or limited mobility, unaccompanied minors, or passengers travelling with pets.

• Be responsible for the proper arrangement and layout of the front office to ensure a good ambience.

• Assist in giving feedback to passengers.

• Uphold the brand values of UR.

• Perform other duties as assigned by the supervisor.

• The applicant must hold a Bachelor’s degree from a recognized institution/university in any field.

• At least 3 years’ experience in a similar role with a reputable organization in the service sector.

• Knowledge of another international language is an added advantage.

• Experience in an air commercial and logistics environment is an added advantage.

• Possession of basic numerical skills.

• Excellent customer care skills, with a customer-centric attitude and a commitment to deliver.

• Able to work well under pressure and with minimum supervision for extended hours