Contact Centre Agents – FlySafair

Safair Operations, operating as FlySafair has a vacancy for a Contact Centre Agent at our base Head Office. The successful applicant will report to the Contact Centre Team Leader.

Location: Johannesburg, Gauteng, South Africa

Closing Date: Not specified — apply early

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Requirements

• Grade 12 or Equivalent (Essential)
• Minimum of 1 year’s call centre experience
• No criminal or credit record (Essential)
• Required to work shifts, on weekends, public holidays and flexible hours (Essential)
• Willingness to work longer than normal office hours (Essential)

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Key Responsibilities

• Handle and resolve customer complaints, requests and queries such as bookings, delays, cancellations, lost property, system issues etc.
• As the first point of contact, follow clear scripts, instructions and guidelines to inform, investigate, resolve and process high-volume customer enquiries
• Process forms, orders, and applications requested by the customers
• Provide customers with FlySafair’s service and product information
• Explain processes to customers and guide them accordingly
• Follow up with customers when required to ensure that issues are resolved
• Identify customer needs, clarify information, research/investigate as needed and provide solutions and or alternatives
• Escalate problematic queries to the correct level to ensure prompt and effective resolution
• Capture details of comments, inquiries, complaints, and actions taken in line with SOPs. Update existing customer information
• Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service
• Exceed customer expectations by going above and beyond
• Seize opportunities to upsell products when they arise
• Maintain customer confidentiality
• Maintain knowledge of services and products and identify opportunities to improve customer service

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Personal Attributes

• High degree of patience and assertiveness
• Trustworthy, professional and reliable
• Customer-focused and service-orientated
• Team orientated
• Goal orientated
• Adaptable and flexible
• Immaculate timekeeping

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How to Apply

View Vacancy Details on Employer Website