Sales & Ticketing Agent (Nairobi)

Job Purpose

To provide front-line sales, reservations, and ticketing services to customers and travel partners at RwandAir offices or airport counters. The Sales and Ticketing Agent is responsible for handling booking inquiries, issuing tickets, processing refunds, and promoting RwandAir's products. This role plays a key part in delivering excellent customer service and driving direct revenue generation.

Key Duties and Responsibilities:

Operational

Attend to walk-in customers, phone inquiries, and email requests for flight bookings and product information.

Make reservations, issue tickets, reissue or revalidate bookings in accordance with airline fare rules and SOPs.

Process voluntary refunds, calculate applicable charges, and follow refund workflows accurately.

Promote RwandAir's full product suite including WB Holidays, excess baggage, seat selection, lounge access, and other ancillaries.

Advise customers on travel documentation, visa requirements, baggage allowances, and special service requests.

Reconcile daily cash, POS, and mobile payment transactions; submit end-of-day sales reports to the supervisor.

Ensure all reservations and ticketing transactions comply with audit, financial, and operational standards.

Handle irregular operations cases, rebooking requests, and customer service issues as required.

Assist with group bookings, incentive travel, and corporate fare quotations as directed by the Sales Manager.

Maintain updated knowledge of promotions, fare changes, flight schedules, and product offerings.

Coordinate with Finance, Revenue Accounting, and Airport Services to ensure seamless customer journeys and payment resolution.

Ensure professionalism and service excellence at all times, aligned with RwandAir’s customer experience standards.

Support ticketing counters during peak periods or disruptions to manage queues and assist customers efficiently.

Report system issues, fare discrepancies, or operational concerns to the appropriate authority for resolution.

About You – Minimum Standard Qualifications;

Essential

Diploma or Bachelor’s degree in Travel & Tourism, Aviation Management, Business Administration, or a related field

1–3 years’ experience in airline ticketing, travel agency operations, or airline sales roles

Hands-on experience with airline reservation and ticketing systems (Amadeus, Sabre, or equivalent)

Experience serving B2C and/or B2B customers, including walk-in clients, call-in customers, or corporate travelers

Familiarity with airline fare rules, branded fares, and ancillary products

Working knowledge of IATA/BSP regulations and airline ticketing procedures

Experience handling cash, POS, mobile money, and electronic payment methods

Experience supporting sales promotions and tactical commercial campaigns

Basic experience in sales reporting and transaction reconciliation

About You – Other Desired Competencies & Skills;

Essential

Strong knowledge of airline reservation, ticketing, and fare construction principles

Ability to upsell ancillary products such as seat selection, baggage, lounge access, and upgrades

High level of accuracy and attention to detail in ticketing and financial transactions

Strong customer service and communication skills

Ability to work under pressure in a fast-paced airline operational environment

Ability to manage multiple customer requests efficiently

Strong problem-solving skills for handling booking changes and customer issues

Compliance-focused mindset with strong adherence to airline policies and audit standards

Ability to reconcile daily sales, payments, and ticket stock accurately

Proficiency in reservation systems, POSs tools, and basic CRM platforms

Team-oriented with ability to collaborate with Sales, Airport Services, and Call Center teams

Willingness to work shifts, weekends, and public holidays as required

Professional conduct and strong brand representation