CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE VACANCY

Number of vacancies: 3 Reporting to: Station Manager Location: Lusaka Deadline for Submission: 20 March 2026 Start Date: 1 April 2026

RESPONSIBILITIES:

• Placement of bookings
• Collection of payments
• Checking and answering of emails
• Answering calls
• Issuing tickets
• Dealing with customer service complaints
• Assisting passengers with their customer experience
• Ensure DCS procedures are followed
• Ensure Incident reports are completed
• Ensure Flight Updates are accurately updated
• Ensure tasks to the Ground Handling Officers
• Delegate tasks to the Ground Handling Officers
• Oversee check in, boarding, flight departures/arrivals
• Keep customers updated on any issues or delays
• Deal with issues of lost or damaged baggage
• Deal with any issues relating to delays
• Meet and assist passengers where required
• Handle missed connections
• Handle missed tickets
• Reissuing tickets
• Updating bookings with excess
• Changing ticket status where necessary
• Updating bookings with excess baggage where necessary

QUALIFICATIONS:

• Minimum Diploma/Equivalent
• Minimum 3 years experience in Airline operations
• Knowledge of Ground Operations regulations
• Knowledge of operational standards and requirements ensuring a safe and efficient Ground Handling Operations
• Valid Dangerous Goods training

SKILLS:

• Interpersonal skills
• Have safety and security awareness
• Have cost/efficiency and quality awareness
• Knowledge of English language adequate for his/her job functions
• Have Emergency response actions awareness
• Have flexibility and ability to work under pressure and multitask

Application: To apply, please email cover letter, Curriculum Vitae and Applications as a Single PDF file to: jobs@proflightzambia.com with “Customer Service Rep” as the subject of the email.