Contact Centre Agent

• 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.

FlySafair Reserves The Right

• Not to proceed with this vacancy;
• To appoint the selected candidates based on its operational requirements.

Closing Date: 25 September 2026 #LH