Essential Job Details

• Position Title: Asante Rewards Loyalty Agent
• Location: Nairobi, Kenya (Kenya Airways Headquarters)
• Employment Type: Contract, On-site
• Number of Vacancies: 1
• Salary: Not disclosed
• Category/Department: Commercial
• Reporting To: Operations Manager CRM & Loyalty
• Application Deadline: August 8, 2025

Introduction

The Asante Rewards Loyalty Agent role in Nairobi offers an exceptional career opportunity for a customer-focused professional passionate about delivering outstanding service to Kenya Airways’ most valued clients. This position within the Commercial Department focuses on enhancing the Asante Rewards customer experience through proactive engagement, efficient handling of inquiries, and support for reservations and disruption management. Ideal for Kenyan professionals with a flair for customer service and loyalty program management, this role allows you to create memorable interactions at Kenya Airways’ headquarters in Nairobi, contributing to the airline’s mission as The Pride of Africa.

About Kenya Airways

Kenya Airways, proudly known as The Pride of Africa, is a premier airline connecting Africa to over 50 destinations worldwide, including 43 in Africa, through its hub at Jomo Kenyatta International Airport (JKIA). As a member of the SkyTeam Alliance, the airline leverages global partnerships to deliver exceptional travel experiences with modern aircraft and award-winning cabin crew renowned for African hospitality. Committed to sustainability, diversity, and equal opportunity, Kenya Airways fosters a dynamic workplace that empowers employees to excel and contribute to community impact, making it an ideal environment for professionals seeking to advance their careers in aviation.

Key Responsibilities

The Asante Rewards Loyalty Agent will enhance customer loyalty by delivering exceptional service, managing reservations, and supporting program growth. Key responsibilities include:

• Deliver professional, high-quality service to Asante Rewards members to enhance customer satisfaction.
• Handle inbound inquiries, assisting with program enrollments and account management.
• Educate members about Asante Rewards benefits and services to strengthen loyalty and engagement.
• Resolve customer complaints and issues promptly to ensure retention and satisfaction.
• Propose innovative improvements to enhance the loyalty program experience.
• Assist members in finding suitable travel options, issuing commercial and redemption tickets for Kenya Airways and partner flights.
• Manage special requests, such as seat preferences, meals, and baggage, while providing guidance on travel documentation (passports, visas, health requirements).
• Ensure accurate ticket issuance, upselling ancillary services to optimize revenue and reduce Global Distribution System (GDS) costs.
• Maintain accuracy in flight bookings and issuance to uphold exceptional customer service standards.
• Support Asante Rewards members and commercially booked customers during flight disruptions by coordinating rebooking and timely communication.
• Collaborate with internal teams to execute seamless service recovery during disruptions.
• Prepare accurate, timely reports on affected customers to support effective decision-making.
• Recruit new members into the Asante Rewards program to expand its reach and engagement.
• Promote program growth through partnerships, promotions, and member education events.

Qualifications and Skills

To succeed as an Asante Rewards Loyalty Agent in Nairobi, candidates must possess the following qualifications and skills:

• KCSE C Plain or O-Level Division III certification.
• IATA/UFTAA Diploma in Airline Fares & Ticketing or a relevant Customer Service certification.
• Proficiency in Microsoft Office (Word, Excel, Outlook) for managing inquiries and reports.
• Strong interpersonal and communication skills to engage with diverse customers and teams.
• Excellent customer service orientation to deliver exceptional experiences.
• High integrity and professionalism in handling sensitive customer information.
• Strong team spirit and collaboration to work effectively with internal and external stakeholders.
• Good planning and organizational skills to manage multiple priorities efficiently.
• Customer-focused and results-oriented mindset to drive loyalty and satisfaction.
• Fluency in English; proficiency in a foreign language (e.g., French, German, Spanish, Chinese) is an advantage.

Company Culture and Values

Kenya Airways fosters a vibrant, inclusive, and customer-centric culture rooted in African hospitality, innovation, and excellence. The organization values diversity, ensuring equal opportunities for all employees, and promotes a workplace where collaboration and accountability thrive. Committed to sustainability and community engagement, Kenya Airways empowers employees to deliver exceptional service and grow professionally. As an Asante Rewards Loyalty Agent, you will contribute to a culture that prioritizes customer satisfaction, teamwork, and continuous improvement, aligning with the airline’s mission to be The Pride of Africa.

How to Apply

Apply now for the Asante Rewards Loyalty Agent position in Nairobi. To submit your application:

• Prepare your detailed CV clearly stating the job title (Asante Rewards Loyalty Agent) in the subject line.
• Submit your application via the online portal: Apply for Asante Rewards Loyalty Agent – Nairobi.
• Applications are reviewed on a rolling basis; only shortlisted candidates will be contacted.
• Note: Kenya Airways is an equal opportunity employer and does not charge any fees during the recruitment process. For assistance or accommodations due to a disability, contact the employer directly. Only candidates with the right to live and work in Nairobi will be considered.

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Tags

Asante Rewards Loyalty Agent, Nairobi jobs, customer service, airline loyalty program, aviation careers

Role Overview

The Asante Rewards Loyalty Agent role at Kenya Airways’ headquarters in Nairobi is a customer-centric position within the Commercial Department, focused on enhancing the experience of Asante Rewards members. This role involves delivering exceptional service, managing reservations and ticketing, handling disruptions, and promoting program growth. Ideal for professionals with a passion for customer service and loyalty program management, this position offers a chance to create memorable travel experiences in Nairobi’s aviation hub.

Why This Role Matters

As an Asante Rewards Loyalty Agent, you will play a critical role in strengthening customer loyalty and satisfaction for Kenya Airways, a leading African airline. By engaging with Asante Rewards members, resolving inquiries, and promoting program benefits, you will contribute to passenger retention and revenue growth. Your work at Nairobi’s headquarters will directly impact Kenya Airways’ reputation as The Pride of Africa, making this role both impactful and rewarding.

Program Context: Asante Rewards at Kenya Airways

The Asante Rewards program is Kenya Airways’ loyalty initiative, designed to reward frequent flyers with tailored benefits, including redemption tickets, priority services, and exclusive offers. Operating from the airline’s headquarters in Nairobi, the program leverages partnerships with SkyTeam Alliance members and other organizations to enhance member experiences. The Asante Rewards Loyalty Agent ensures seamless service delivery, supporting program growth and customer engagement in a competitive aviation market.

Day-to-Day Responsibilities

The Asante Rewards Loyalty Agent will engage in a dynamic mix of customer service, ticketing, and program promotion tasks. Daily responsibilities include:

• Providing exceptional service to Asante Rewards members through professional interactions.
• Handling inquiries related to enrollments, account management, and program benefits.
• Issuing commercial and redemption tickets for Kenya Airways and partner flights.
• Managing special requests, such as seat preferences and travel documentation.
• Coordinating service recovery during flight disruptions to ensure seamless experiences.
• Recruiting new members and promoting Asante Rewards through events and partnerships.
• Preparing reports on customer interactions to support data-driven decisions.

Skills Development Opportunities

This Asante Rewards Loyalty Agent role offers significant opportunities for professional growth, including:

• Enhancing expertise in customer service and loyalty program management.
• Developing proficiency in ticketing and Computer Reservation Systems (CRS).
• Building skills in disruption management and service recovery.
• Gaining experience in customer engagement and program promotion.
• Strengthening communication and organizational skills in a fast-paced environment.

Working in Nairobi

Based at Kenya Airways’ headquarters in Nairobi, the Asante Rewards Loyalty Agent will work in a vibrant, modern environment at the heart of East Africa’s aviation hub. Nairobi offers access to world-class facilities, including Jomo Kenyatta International Airport (JKIA), and a thriving professional community. The role provides opportunities to engage with diverse customers and teams, contributing to a dynamic and supportive workplace.

Career Growth Potential

The Asante Rewards Loyalty Agent position is a gateway to advanced roles in customer service, loyalty program management, or commercial operations within the aviation industry. By working with Kenya Airways, you will gain exposure to global aviation trends, SkyTeam Alliance partnerships, and innovative customer engagement strategies, positioning you for career advancement in Nairobi’s competitive aviation sector.

Commitment to Diversity and Inclusion

Kenya Airways is committed to fostering an inclusive workplace, ensuring equal opportunities for all employees regardless of background. The organization upholds strict policies against discrimination and prioritizes accessibility for candidates with disabilities. As an Asante Rewards Loyalty Agent, you will contribute to a culture of respect, collaboration, and excellence, aligning with Kenya Airways’ values of African hospitality and innovation.

Who Should Apply

This Asante Rewards Loyalty Agent role is ideal for professionals with an IATA/UFTAA diploma or customer service certification and a passion for delivering exceptional travel experiences. If you have strong communication skills, a customer-focused mindset, and an interest in loyalty programs, this position offers a chance to thrive in Nairobi’s aviation industry.

How to Stand Out as an Applicant

To increase your chances of being shortlisted for the Asante Rewards Loyalty Agent role:

• Highlight your customer service or ticketing experience in your CV.
• Demonstrate your ability to manage inquiries and resolve issues effectively.
• Showcase your knowledge of loyalty programs or travel industry trends.
• Emphasize your interpersonal skills and multilingual abilities, if applicable.

Application Tips

When applying for the Asante Rewards Loyalty Agent position:

• Tailor your CV to highlight relevant customer service or ticketing experience.
• Write a concise cover letter addressing your alignment with Asante Rewards’ objectives.
• Submit your application before the deadline of August 8, 2025.
• Ensure your CV is detailed and correctly formatted for submission.

Why Work at Kenya Airways

Working as an Asante Rewards Loyalty Agent at Kenya Airways offers a unique opportunity to contribute to a leading airline’s success while advancing your career in Nairobi’s aviation sector. By enhancing customer loyalty and delivering exceptional service, you will play a key role in shaping Kenya Airways’ reputation as The Pride of Africa. This position combines dynamic responsibilities with opportunities for growth in a globally connected industry.

Additional Information

Kenya Airways is an equal opportunity employer committed to fair and transparent recruitment processes. Only candidates with the right to live and work in Nairobi will be considered. Candidates requiring accommodations due to disabilities should contact the employer directly. The recruitment process is free, and any misconduct should be reported through the provided contact channels. For more details, refer to the official application portal.

Conclusion

The Asante Rewards Loyalty Agent role in Nairobi is a transformative opportunity for professionals passionate about customer service and loyalty program management. By joining Kenya Airways, you will enhance travel experiences for valued customers, drive program growth, and grow your career in a dynamic aviation hub. Apply today to become part of The Pride of Africa and make a lasting impact in Nairobi’s aviation industry.