Rwandair Employment Opportunities

Customer Services Agent

DEPARTMENT: Commercial
SECTION: Airports Operations
UNIT: Airports Operations
LOCATION: Kigali

JOB PURPOSE

To ensure efficient and effective customer focused check-in and boarding in compliance with SLA’s customer expectation.

KEY RESPONSIBILITIES

• To ensure efficient and effective check-in and boarding of passengers in compliance with carriers with SLA’s and customer expectations.
• To ensure efficient and effective transit of passengers in compliance with carriers policies/procedures and customers expectations.
• To ensure safe and secure operations and working environment to comply with relevant statutory and industry requirement.
• To protect and enhance revenue collection to meet carriers expectations.
• To effectively communicate relevant aspects of service delivery internally and externally to meet customer expectation.
• To make decisions on service delivery issues, related to misconnections, baggage claims and flight delays, for customer satisfaction.
• To make decisions on service delivery issues related to misconnections, baggage claims and flight delays, for customer satisfaction.

MAIN WORKING RELATIONSHIPS

• Directly responsible to: Customer service supervisor/Airport Manager/ Duty Manager
• Functional relationships with: All senior managers
• External : Government, Industry Stakeholders, Ground Handling Companies, Other Airlines

JOB REQUIREMENTS

• Education and Experience
• A university degree in Travel and Tourism Management or equivalent
• Or at least 2 years of University with relevant experience.
• Relevant IATA/UFTAA qualification
• Certificate in relevant computers applications
• Experienced delivering service in demanding consumer perishable environment.
• Customer service experience hospitality/airline industry

Knowledge, Skills and Abilities

• Knowledge of airport services and cargo operations.
• Commercial acumen with an overall knowledge of airline operations.
• An excellent command of the English language (written and verbal) is essential.
• Process oriented.
• Knowledge of IATA recommendations to airlines / travel agencies for selling in the market.

eCommerce & Online Marketing Executive (2)

DEPARTMENT: Commercial
UNIT: E-Commerce & Online Marketing Management
LOCATION: Kigali

Marketing Executive – E-Commerce will be responsible for network product development and local strategy related to RwandAir’s website, www.rwandair.com . Specific activities include developing and implementing web campaigns, competitive assessment, forecasting, strategic planning and functional design.

The successful candidate is expected to monitor overall functionality, navigation and other enhancements that meet the needs of the traveler and internal RwandAir stakeholders. This position will support numerous local product development efforts based on the business need in both support and leadership roles. This individual will work closely with Commercial, Marketing and Corporate Communication teams, external vendors and numerous internal stakeholders.

KEY RESPONSIBILITIES

• Implement concepts, strategies, plans and implement/coordinate local website and e-commerce marketing initiatives in conjunction with Marketing and Corporate Communication Department under the umbrella of the Commercial Division of the airline;
• Achieve financial objectives of website initiatives, in accordance with the local strategic plan and functional goals
• Work closely with, Pricing and Revenue Management Departments to ensure yield management and revenue objectives;
• Measure and exceed industry metrics while optimizing site visits;
• Comply with reporting and audit standards and procedures to insure the quality of the customer’s shopping experience and company accounting practices;
• Work closely with Marketing and Corporate Communication Department and IT teams for continued maintenance and enhancements of regional e-Commerce systems and overall interface to backend systems;
• Offer assistance to all users, – both internal – Call Centre Team Leaders, Customer Care and external customers and support Head Office global website strategies/initiatives;
• Monitor and Audit each e-commerce transaction
• Identify gaps in existing web functionality and reporting them to the marketing and IT departments;
• Troubleshooting problems with the booking processes of www.rwandair.com, including online reservation system issues;
• Assist with testing when new technology is implemented on the website;
• Perform other duties as assigned;

MAIN WORKING RELATIONSHIPS

• Directly responsible to: Head of E-commerce & Online Marketing
• Functional relationships with: Pricing and Revenue Management Departments, Marketing Executive- PR & Event Management, Call Center & Reservations, Sales Executives, Finance Department, Revenue Accounting, IT Department.

JOB REQUIREMENTS

Education and Experience:

• The successful candidate will possess a BA/BS college degree with emphasis on Marketing or E-Commerce;
• Minimum 1 years experience in e-commerce marketing and website development; Direct marketing experience in a business-to-consumer organization;
• At least 6 months experience with the creation of affiliate programs, Interactive marketing experience with search engine optimization (SEO) techniques, direct mail campaigns, email campaigns and pay-per-click (PPC) and (SEM) search engine marketing;
• Experience working with airline booking and ticketing systems, fares, pricing practices and construction of airfares would be an added advantage.
• A proven track record of understanding e-commerce and affiliate marketing programs and the ability to interpret, analyze, extrapolate and communicate market data and results;
• Experience in social media and “blogs” considered an added “plus”.

Knowledge, Skills and Abilities

• Excellent report-writing and communications skills and the ability to effectively articulate and respond to questions from executives, managers, and team members Database, advanced spreadsheet, pivot tables, and word-processing skills (MS Office)
• Must be energetic self-starter, able to prioritize and work independently with minimal supervision
• Ability to work well with as others and be a good team player
• Ability to work in a fast paced, deadline driven environment;
• Ability to manage multiple projects, and see them through the development phase through production and distribution
• Ability to build and strengthen customer relationships and work flexible hours
• Ability to recognize problems and challenges as early in the process as possible and to make decisions commensurate with the project by developing effective recommendations and plans.
• Understanding of customer service oriented values and the willingness to deliver them on an ongoing basis.
• High degree of honesty and integrity.

Records Officer

DEPARTMENT: Flight Operations
SECTION: Flight Operations
LOCATION: Kigali

MAIN WORKING RELATIONSHIPS

Internal: Flight Operations Management, Training manager, Crew Scheduling, Cabin Crew Management, Corporate librarian

External: Jeppesen, Boeing, Aerodata, flight crew training organization, etc.

Duties and responsibilities

The following are duties and responsibilities:

• Assist the training manager and crew planning to plan all required trainings and checks;
• Assisting the training manager in records management including development and maintenance of training calendar for the crew;
• Assist with flight operations records management system including the maintenance and management of active and archived records;
• Accurately file all training records;
• Ensures that correct records of flight crew are maintained and updated in conformity with local legal requirements;
• Maintain electronic crew training records;
• Maintain stocks of office stationary and prepare all forms required by the flight operations department and for training;
• Provide the training manager with crew training expire information;
• Assist with administrative duties as required;
• Maintain a subscription for external flight operations documentations for daily operations;
• Liaise with the finance department in regards to payments for subscriptions, licenses, etc.
• Submit the training forms to RCAA on regularly basis;
• Maintain the aircrew database;
• Follow up all correspondence RCAA Training and Licensing / Flight Crew Standards / Flight Inspection / Air Safety;

Skills and knowledge:

• University in Degree in Library and Information Science or equivalent
• At least 3 years professional experience at records keeping and archives areas;
• Knowledge of records management system;
• Excellent interpersonal skills, including ability to develop effective relationships with staff/external stakeholders, and a customer focused approach to service delivery;
• Very high levels of oral and written expression, and IT literacy, and the ability to work under considerable pressure and to tight deadlines;
• Ability to learn quickly
• Having occupied the same position in other airlines is an added advantage.

How to apply:

• An application letter addressed to Senior Manager -Human Resources
• Recent and detailed curriculum vitae
• Relevant certificates
• A photocopy of the national identity card
• Two passport photos
• Three current referees

The deadline for submitting application documents is 22nd February 2011 at 4pm local time at the front desk of our head office located at Kigali International Airport, Top Floor building.

Senior Manager- Human Resources,
RwandAir
Kigali International Airport – Main Terminal Building (Top Floor)
Box 7275 Kigali – Rwanda
Email: recruitment@rwandair.com

Only shortlisted candidates will be contacted. Note: RwandAir is an equal opportunity employer.