Skyward Express Hiring Customer Service Agent (Call Centre) in Nairobi

Job Description

About Skyward Express
Skyward Express is a privately owned airline based in Kenya, operating scheduled domestic flights across various local destinations. The airline runs its passenger services through Wilson Airport and manages cargo operations via Jomo Kenyatta International Airport—both located in Nairobi, Kenya’s capital city.

Customer Service Agent (Call Centre)

• Job Type: Full Time
• Qualification: BA/BSc/HND
• Experience: 3 years
• Location: Nairobi
• Job Field: Customer Success, Service & Operations

Key Requirements

Qualifications:

• Diploma or Degree in Travel & Tourism, Aviation Management, Business Administration, or a related field
• IATA certification is an added advantage, including:
  • IATA Foundation in Travel & Tourism
  • Passenger Fares & Ticketing
  • Customer Service/Passenger Handling

Experience:

• Minimum of 3 years’ experience in an airline call centre, travel agency, or aviation customer service environment
• Proficiency in GDS systems such as Amadeus, Galileo, Sabre, or Zenith is required
• Prior experience in call centre sales is preferred

Skills & Competencies:

• Strong knowledge of airline reservations, ticketing, reissuance, and refunds
• Ability to manage flight disruptions such as delays, cancellations, and rebooking
• Excellent communication and customer service skills
• High attention to detail and ability to work effectively under pressure

Language:

• Fluency in English and Swahili is mandatory
• Additional languages will be an added advantage

Method of Application

Apply via email: careers@skywardairlines.co.ke
Deadline: 30th April 2026