Contact Centre Agent

FlySafair • Full-time • City of Johannesburg, ZA • 6h ago

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.
Grade 12 or Equivalent (Essential);
Minimum of 1 year's call centre experience gained within the last 3 years in a medium-sized organisation (Essential);
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).

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.

Application Guideline

Email applications will not be accepted;
Preference will be given to members of under-represented designated groups;
Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.

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