WICILF MAIRURA

confident, reliable, and enthusiastic individual, with writing and customer service experience. I enjoy helping clients, customers, and individuals and solving any problems that they may have. I am a great communicator, over the phone, face to face, and via email. I strive to work well under pressure and love to keep myself, and my workflow organized. As an experienced customer service advisor, I take an enthusiastic approach, combined with a friendly, genuine dedication to customer satisfaction.

Kenya Airways PLC-    Customer Service Agent, call center, reservations, and ticket creation.                

Main Responsibilities

• Embrace and maintain a positive safety culture, a healthy and secure work environment.

• Providing and disseminating information to customers, workmates, and all stakeholders through verbal and call center service.

• Identify and report hazards, near misses, incidents, and accidents.

• Customer assistance at all customer touchpoints according to the agreed Service Level Agreements and Company Policies to delight the customer and improve the overall customer experience at JKIA.

• Disseminate information as appropriate to passengers and third-party service providers to eliminate lapses in service delivery resulting from a lack of information.

• Ensure smooth and effective transfer of customers at JKIA.

• Implement departure and arrival processes in strict compliance and accordance with the laid down safety and security procedures and promptly to guarantee consistency in punctuality (OTP, baggage delivery, Meeting and escorting passengers to/from flights, passenger screening/profiling).

• Implement laid down procedures that will enhance accurate flight reconciliation and post-departure transmission of messages.

• Ensure systems, equipment and stationery are in working condition and readily available respectively for efficient delivery of passenger handling services in all customer touch points.

Certificate in Passenger and customer handling.