Cargo Sales & Customer Service Executive with Kenya Airways

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Welcome aboard Kenya Airways!

Cargo Sales & Customer Service Executive

To promote KQ Cargo, sell KQ cargo capacities and maximise revenue while meeting the set targets and ensuring customer satisfaction, loyalty and retention through providing high standard customerservice and representation of KQ Cargo at the regional head office level


KeyAccountabilities/Responsibilities

• Provide background sales information, market information and relevant data for revenue and expenditure budgets preparation for the region
• Create awareness of all KQ services and products to expand airline’s influence in the market & generate future sales
• Sell cargo capacities and courier products to ensure budget revenue targets are met through budget adherence and monitoring
• Act as a principal contact point in customer related issues
• Provide customer service to build customer loyalty & retention
• Build and maintain close cooperation with KQ Station & KQ Ground
• Handling & Ramp Handling Agents and provide KQ Cargo network with necessary operational support such as proof of delivery (POD), tracing, discrepancy handling, SLA monitoring
• Control commercial cargo and courier activities in the region outstations; provide full support to the outstations in the region in cargo and courier related matters
• Analyse traffic flows and customers trends in the region for optimal sales strategy
• Assess sales performance to ensure optimal planning of future sales
• Gather market intelligence & competitor activities information to evaluate performance, provide a tool for immediate capacity optimisation and information for further pricing & product development
• Generate management reports & analysis for regional cargo performance evaluation

Competencies

• Strategic thinking
• Communication skills & influencing
• Self confidence & proactivity
• Result and service orientation
• Reliability & responsibility
• Ability to work structurally and independently
• Public relations skills

Performance Indicators

• Timeliness and accuracy of information
• Performance vs. Budget
• Customer survey results
• Regional cargo commercial results
• Customer retention, customer exits and customer complaints
• SLA results
• Accuracy & timeliness
• Flight optimisation
• Comparative analysis
• Expanded customer base & increased revenue
• Internal & external customer satisfaction level

Knowledge,Skills, Experience

• University graduate
• 2 years sales and customer service experience
• Airfreight or cargo airline related experience will be an added advantage
• Fluency in Microsoft office package; Outlook,Word, Excel
• Driving
• Public speaking

Interested candidates are required to submit applications and curriculum vitae latest 7th October 2011 to:

The Country Manager
UBA House,
1st floor,
Idowu Taylor Street,
Victoria Island,
P. O. Box 50147, Ikoyi
Lagos

Kenya Airways

The Pride ofAfrica
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