About Company
Air Peace is West Africa’s largest and fastest-growing airline, committed to providing safe, comfortable, and affordable air travel experiences. With a modern fleet and an expanding network, we proudly connect people and communities across Nigeria, West Africa, and to international destinations. Our operations are driven by a vision to make air travel accessible to all, fostering regional integration and economic growth. We are dedicated to maintaining the highest standards of safety, reliability, and unparalleled customer satisfaction, building a culture of excellence and integrity in every aspect of our operations. Join our dynamic team and be a part of a company that is not just flying, but soaring to new heights, shaping the future of aviation in Africa.
Job Description
Are you a people-person with a passion for delivering exceptional service and a keen eye for detail? Do you thrive in a fast-paced, dynamic environment where every interaction makes a significant difference to someone’s journey? Air Peace is urgently seeking an enthusiastic, dedicated, and highly resourceful Customer Service Agent to join our vibrant team in Uyo. In this critical, front-line role, you will be the friendly face and helpful voice of Air Peace, providing unparalleled support to our esteemed passengers from the moment they arrive until they depart. Your primary responsibility will be to ensure a seamless, stress-free, and positive travel experience, embodying our commitment to safety, reliability, and passenger comfort. This isn’t just a job; it’s an opportunity to contribute directly to the safe and efficient operation of West Africa’s leading airline, making a tangible impact on thousands of passengers’ journeys every day. You will expertly handle all aspects of passenger assistance, including managing reservations, facilitating efficient ticketing processes, meticulously resolving baggage inquiries, and addressing a diverse range of customer concerns with the utmost empathy, professionalism, and efficiency. Furthermore, you will be expected to provide vital, up-to-date information regarding flight schedules, company policies, and the comprehensive suite of services Air Peace offers. We are looking for individuals who are not only skilled in customer service but who also embody our core values of integrity, a strong customer-first approach, and an unwavering dedication to operational excellence. If you are meticulously detail-oriented, possess outstanding communication and problem-solving skills, and are eager to embark on a rewarding career path with a pioneering airline, we strongly encourage you to apply. Join us in our mission to connect people and communities, helping us continue to deliver world-class service that makes every flight a pleasure.
Key Responsibilities
- Warmly greet passengers, assist with check-in procedures, including verifying travel documents and allocating seats.
- Accurately process ticket sales, reissues, and refunds according to company policies and procedures.
- Address passenger inquiries regarding flight schedules, baggage policies, special services, and other travel-related information with clarity and precision.
- Handle and resolve customer complaints and concerns with professionalism, empathy, and efficiency, escalating complex issues to supervisors when necessary.
- Provide assistance to passengers with special needs, including unaccompanied minors, passengers requiring wheelchairs, and those with medical conditions.
- Deliver clear, concise, and timely public address announcements regarding flight status, boarding procedures, and other important operational updates.
- Liaise effectively with ground staff, cabin crew, and other departments to ensure seamless operations and consistent passenger satisfaction.
- Maintain up-to-date knowledge of all Air Peace products, services, routes, fare rules, and regulatory requirements.
- Process and track lost and found baggage inquiries, ensuring proper documentation and follow-up.
- Adhere strictly to all company policies, safety standards, security protocols, and aviation regulations at all times.
Required Skills
- Excellent verbal and written communication skills in English, with the ability to articulate clearly and concisely.
- Strong interpersonal and customer service skills, demonstrating patience, empathy, and a positive attitude.
- Proficiency in using computer systems and standard office software (e.g., MS Office Suite, email applications).
- Ability to work effectively under pressure, multitask, and maintain composure in a fast-paced and demanding environment.
- Proven problem-solving abilities and a calm demeanor when handling challenging situations.
- High level of integrity, professionalism, and ethical conduct.
- Ability to work flexible hours, including weekends, holidays, early mornings, and late-night shifts, as per operational requirements.
Preferred Qualifications
- Previous experience (1-2 years) in the aviation, airline, or hospitality industry, particularly in a customer-facing role.
- Familiarity with Amadeus, Sabre, or other airline Global Distribution Systems (GDS).
- Ability to speak additional Nigerian languages (e.g., Ibibio, Efik, Ibo, Yoruba, Hausa).
- A diploma or degree in Travel & Tourism, Hospitality Management, Mass Communication, or a related field.
Perks & Benefits
- Competitive salary package and performance-based bonuses.
- Comprehensive health insurance coverage.
- Generous staff travel benefits and discounted flights on Air Peace routes for employees and their eligible dependents.
- Opportunities for career growth, professional development, and advancement within a leading African airline.
- A supportive, collaborative, and dynamic work environment.
- Paid time off, including annual leave and public holiday benefits.
- Pension scheme contributions.
How to Apply
Interested and qualified candidates are encouraged to apply by clicking the link below. Please ensure your CV and a compelling cover letter highlight your relevant experience, customer service philosophy, and why you are a perfect fit for the Air Peace team. We thank all applicants for their interest in joining West Africa’s leading airline; however, only shortlisted candidates will be contacted for an interview.