6 Call Center Agent

Call Center Agent

Organization: RwandAir Ltd
Department: Commercial
Duty Station: Town Office, Kigali
Employment Type: Full-time

About RwandAir

RwandAir Ltd is the national carrier of Rwanda, providing safe, reliable, and world-class air transport services. The airline connects Rwanda to key destinations across Africa, Europe, and the Middle East, playing a vital role in linking the country to the global economy.

Job Purpose

The Call Center Agent will provide exceptional customer service and sales support through telephone, email, and live chat channels. The role involves handling reservations, responding to inquiries, resolving complaints, and promoting airline products and services while ensuring a high level of customer satisfaction.

Key Responsibilities

1. Customer Service & Operations

• Respond promptly and professionally to inbound calls, emails, and chats from customers, travel agents, and corporate clients.

• Handle reservations, ticketing, revalidation, and reissuance in line with airline policies.

• Provide accurate information on flight schedules, fares, baggage policies, and travel requirements.

• Resolve customer issues including delays, cancellations, refunds, and complaints.

• Escalate complex cases to supervisors when necessary.

2. Sales & Product Promotion

• Promote and upsell airline products such as seat selection, excess baggage, lounge access, and upgrades.

• Support outbound campaigns, surveys, and promotional activities.

3. Systems & Compliance

• Update customer records in CRM systems accurately.

• Adhere to SOPs, data privacy standards, and payment handling protocols.

• Maintain compliance with PCI DSS and airline policies.

4. Performance & Teamwork

• Meet individual KPIs including call handling time, accuracy, and customer satisfaction (CSAT).

• Participate in training and continuous improvement programs.

• Contribute to a positive and collaborative team environment.

Qualifications & Requirements

• Bachelor’s degree in a relevant field such as:

  • Communications

  • Sales & Marketing

  • Hospitality Management

  • Travel & Tourism

  • Business Studies

• Minimum 2 years of experience in customer service (preferably in airline, logistics, or cargo operations).

• Computer literacy with knowledge of CRM or call center systems.

• Fluency in English (required); French, Kinyarwanda, and Swahili are added advantages.

Key Skills & Competencies

• Excellent verbal and written communication skills

• Strong customer service orientation and empathy

• Active listening and problem-solving skills

• Ability to handle pressure and manage difficult situations

• Strong interpersonal and relationship-building skills

Application Procedure

Interested candidates should submit the following documents:

• Application letter addressed to the Chief HR & Administration Officer

• Updated Curriculum Vitae (CV)

• Copies of notarized academic certificates

• Relevant professional certificates

• Copy of National ID or Passport

• Three referees

📅 Deadline: 02 April 2026

👉 Apply online via:
https://erecruitment.rwandair.com/