Skyward Airlines is hiring a Customer Service Agent for its Call Centre in Nairobi, and your deadline to apply is 30th April 2026. If you have at least three years of airline, travel agency, or aviation customer service experience and strong GDS system skills, this Customer Service Agent role at Skyward Airlines is worth your immediate attention.
About This Role
This is a front-line customer service position within Skyward Airlines’ call centre operation. You will be the direct point of contact for passengers dealing with reservations, ticketing, flight disruptions, cancellations, and rebooking — the full range of situations that arise in airline customer service, including high-pressure ones.
The role demands both technical competence and people skills in equal measure. You need to know your way around GDS platforms — Amadeus, Galileo, Sabre, or Zenith — and you need to handle an anxious passenger whose flight has just been cancelled with the same confidence you bring to a smooth booking. Airlines run on these two things working together, and Skyward Airlines is looking for someone who understands that.
This role suits someone who thrives in a structured, fast-paced call centre environment, takes pride in resolving customer issues efficiently, and wants to build a long-term career in aviation customer service. Experience in call centre sales is an added advantage — the ability to upsell or retain a customer during a disruption is a skill this employer values.
Key Responsibilities
- Handle inbound and outbound customer calls relating to flight reservations, ticketing, and travel inquiries
- Process ticket issuances, reissuances, cancellations, and refunds accurately and within airline policy
- Manage flight disruption situations — delays, cancellations, and rebooking — with professionalism and urgency
- Use GDS systems (Amadeus, Galileo, Sabre, or Zenith) to access and update passenger booking records
- Provide accurate fare and ticketing information to customers in line with current airline schedules and pricing
- Escalate complex or unresolved customer issues to the appropriate supervisor or department
- Maintain detailed and accurate records of all customer interactions and transactions
- Uphold Skyward Airlines’ customer service standards on every call, regardless of call volume or pressure
Required Qualifications and Experience
Essential:
- Diploma or Degree in Travel and Tourism, Aviation Management, Business Administration, or a related field
- Minimum 3 years of experience in an airline call centre, travel agency, or aviation customer service environment
- Hands-on experience with GDS systems — Amadeus, Galileo, Sabre, or Zenith — is a firm requirement
- Fluency in English and Swahili (both mandatory)
Desirable:
- IATA Foundation in Travel and Tourism certification
- IATA qualifications in Passenger Fares and Ticketing or Customer Service / Passenger Handling
- Call centre sales experience
- Proficiency in additional languages beyond English and Swahili
Skills and Competencies
- Strong working knowledge of reservations, ticketing, reissuance, and refund processes in an airline environment
- Ability to stay calm, accurate, and solution-focused when handling flight disruptions under pressure
- Excellent verbal communication and customer handling skills across both English and Swahili
- High attention to detail — errors in ticketing and passenger records have real operational consequences
- Ability to manage call volume efficiently without compromising service quality
What Skyward Airlines Offers
Competitive salary commensurate with experience in the aviation sector. Skyward Airlines operates in a specialised industry where technical skills in GDS systems and airline procedures carry real market value — experienced candidates can expect compensation that reflects this. Further details on benefits, shift structure, and career progression are best confirmed directly with the employer during the recruitment process.
About Skyward Airlines
Skyward Airlines is a Kenyan carrier operating in the domestic and regional aviation market. The airline provides passenger and cargo services and maintains a customer-facing operation that includes a dedicated call centre handling reservations and passenger support. As a Kenya-based airline, Skyward operates within the regulatory framework of the Kenya Civil Aviation Authority (KCAA) and aligns its ticketing and fare practices with IATA standards.
The airline has built its customer service operation around agents who combine technical GDS proficiency with strong interpersonal skills — a combination that reflects the dual demands of modern airline customer service. For professionals looking to grow in aviation, Skyward Airlines offers a direct pathway into a structured, industry-specific environment.
How to Apply
Send your CV directly to: careers@skywardairlines.co.ke
Ensure your CV is tailored to this role — highlight your GDS system experience by name (Amadeus, Galileo, Sabre, or Zenith), your years of airline or travel agency experience, and any IATA qualifications you hold. A cover letter is strongly recommended.
Application Deadline
30th April 2026
Documents Required
- Updated CV/Resume highlighting GDS experience and years in aviation customer service
- Cover letter addressed to the Skyward Airlines recruitment team
- Copies of relevant academic and professional certificates (Diploma/Degree, IATA certifications if held)
- National ID or Passport copy
