General Sales Agent (GSA) at Skyward Express

Skyward Express, is a private airline operating in Kenya. It serves local destinations, from its two operations bases at Wilson Airport for passengers and Jomo Kenyatta International Airport for cargo. Both airports are located in Nairobi, the Kenyan capital city.

Role Purpose

To provide professional and efficient reservations, ticketing, and tele sales services by han- dling customer enquiries, flight bookings, fare quotations, ticket issuance, reissues, refunds, and ancillary sales through telephone, email, and other customer service channels.

The role is responsible for maximizing revenue opportunities, delivering exceptional customer expe- riences, and ensuring compliance with South African Airways' commercial policies, aviation regulations, and service standards.

Minimum Requirements

• Diploma or bachelor's degree in Travel & Tourism, Business Ad- ministration, or a related field.
• IATA/UFTAA Foundation or Consultant Diploma.
• Basic knowledge of IATA and ICAO Regulations.
• ICM Customer Service Diploma is an added advantage.
• Minimum 3 years' experience in airline reservations, ticketing, tele sales, customer service, or travel agency operations.
• Proficiency in Amadeus Reservation & Ticketing System and other airline reservation systems.
• Strong knowledge of airline reservations, ticketing, fare con- struction, reissues, refunds, and customer service procedures.
• Proven tele sales skills with the ability to convert enquiries into sales and achieve revenue targets.
• Excellent communication, interpersonal, customer service. and problem-solving skills.
• Fluency in English and Kiswahili.

• Provide professional and efficient reservations, ticketing, and tele sales services.
• Handle customer enquiries, flight bookings, fare quotations, ticket issuance, reissues, refunds, and ancillary sales through telephone, email, and other customer service channels.
• Maximize revenue opportunities.
• Deliver exceptional customer experiences.
• Ensure compliance with South African Airways' commercial policies, aviation regulations, and service standards.

• Proficiency in Amadeus Reservation & Ticketing System and other airline reservation systems.
• Strong knowledge of airline reservations, ticketing, fare construction, reissues, refunds, and customer service procedures.
• Proven tele sales skills.
• Excellent communication skills.
• Excellent interpersonal skills.
• Excellent customer service skills.
• Excellent problem-solving skills.
• Fluency in English and Kiswahili.

• Diploma or bachelor's degree in Travel & Tourism, Business Administration, or a related field.
• IATA/UFTAA Foundation or Consultant Diploma.
• Basic knowledge of IATA and ICAO Regulations.
• ICM Customer Service Diploma is an added advantage.