Lead Customer Service Agent at Jambojet

Lead Customer Service Agent at Jambojet – Jambojet Kenya Job Details

About the Role

Jambojet is recruiting a Lead Customer Service Agent to join its customer service delivery team in Kenya. This full-time position focuses on overseeing service standards, coordinating aircraft turnaround operations, and maintaining safety and security protocols. As a leader within the airline’s customer-facing operations, you will set the tone for service excellence while ensuring all activities meet regulatory requirements.

The airline operates across Kenya and relies on skilled customer service professionals to manage passenger interactions and operational efficiency. This Lead Customer Service Agent at Jambojet role requires both technical knowledge of airline operations and proven ability to guide and motivate team members.

Key Responsibilities

• Lead the delivery of high-standard customer service across all passenger touchpoints and interactions
• Oversee aircraft turnaround activities to ensure timely and compliant ground operations
• Enforce and monitor safety and security standards throughout daily operational procedures
• Direct and support team members in meeting service delivery targets and operational benchmarks
• Manage customer inquiries and escalations with professionalism and problem-solving focus
• Coordinate with other departments to maintain seamless ground and in-flight service protocols

Requirements & Qualifications

• Minimum Diploma in Hospitality, Tourism, or a closely related field
• Proven customer service experience in a professional airline or travel environment
• Demonstrated team leadership or supervisory experience
• Relevant customer service certification(s)
• Strong understanding of safety and security procedures in aviation or hospitality sectors
• Ability to manage multiple priorities and coordinate operational activities

What to Expect

• A structured work environment with clear operational standards and safety protocols
• Opportunity to work within a customer-centric organisation that prioritises service quality
• Exposure to airline operations and passenger management at scale
• This Lead Customer Service Agent at Jambojet position in Kenya is open to qualified candidates. Click Apply below to submit your application.