Key Account Manager - UAE at Kenya Airways

Brief Description

 The candidate will promote KQ Cargo, on the phone to ensure that cargo capacities and revenue is maximized while meeting the set targets and ensuring customer satisfaction, loyalty, and retention through providing high-standard customer service and representation of KQ Cargo.

Detailed Description

Principal Accountabilities (Responsibility)

• Developing trust relationships with a portfolio of major clients to ensure they do not turn to competition.
• Acquiring a thorough understanding of key customer needs and requirements
• Create awareness of all KQ services and products for customers and offer alternative gateways or flights.
• Sell cargo capacities to ensure all space is filled by booking shipments by phone or email.
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives.
• Ensure the correct products and services are delivered to customers on time.
• Serve as the link of communication between key customers and internal teams.
• Provide excellent, timely customer service to build customer loyalty & retention.
• Build and maintain good cooperation with KQ stakeholders.
• Follow up with customers for remittance of sales returns as per settlement cycles.
• Provide ad-hoc rates to the customer (once approved by Sales or RCSM) and file the report with HDQ each week.
• Provide full operational support to the entire network such as proof of delivery (POD), tracing, discrepancy handling, SLA monitoring, writing handling reports, and claims (list not exhaustive)
• Reconciling every flight, rating airway bills and submitting the reports or corrections for CASS billing.
• Checking sales reports, commissions and invoices from GSA and GHA, reporting any discrepancies to Regional Sales Manager and/or reconciling them via CASS and direct billing.
• Plan the daily cargo allocation of the flight according to passenger loads to maximize opportunity and ensure no empty positions.
• Send special cargo pre-alerts to all stakeholders and ensure accuracy with this sensitive data.

Job Requirements

Qualification (Minimum)  

• University Degree
• Certification in Microsoft office package -Outlook, Word, Excel
• Relevant industry certification-Cargo Skills, DGR are added advantage.
• Experience delivering service in demanding consumer environment.
• 5 years airfreight related experience with bias on customer service.

Additional Details

Other Skills

• Communication skills & influencing
• Self-confidence & proactivity
• Result and service orientation
• Reliability & responsibility
• Ability to work structurally and independently
• Public relations skills
• Ability to work well under pressure,
• Exceptional Customer Relations skills