About Uganda Airlines

Uganda Airlines is Ugandas Flagship national passenger and cargo carrier. We provide scheduled Air transportation in East Africa and near International Markets. The Airline plans to expand its network to Southern Africa, Europe, the Middle East, and the Far East.

Job Description

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

Responsibilities

• 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.

Requirements

• 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

• 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.

• 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

• 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.