Customer Service Agent

Company: FlySafair Careers

Job Description

The Customer Service Agent plays a key role in delivering exceptional passenger experiences by providing accurate information, resolving queries, and supporting customers throughout their travel journey, including during disruptions and changes.

Key Responsibilities

• Assist passengers with ticket sales, bookings, amendments, and flight changes.

• Clearly explain fare rules, terms and conditions, regulations, and procedures to customers.

• Support passengers during flight disruptions, delays, and cancellations with professionalism and empathy.

• Handle customer complaints and enquiries in a professional, timely, and solution-focused manner.

• Safeguard confidential customer and company information at all times.

• Escalate complex or unresolved issues to the Supervisor on duty when required.

• Deliver consistent, professional, and high-quality customer service across all interactions.

Job Requirements

• Grade 12 or equivalent qualification (Essential).

• Previous airport environment and ticket sales experience (Essential).

• Willingness and ability to work shifts, including weekends, public holidays, and flexible hours.

• Good computer literacy with working knowledge of Microsoft Office applications.

• Strong understanding of customer service principles and best practices.

• Excellent written and verbal communication skills in English, including professional phone etiquette.

• Proven conflict resolution and problem-solving skills.

Personal Attributes

• Punctual with excellent time management and reliability.

• High levels of patience, assertiveness, and professionalism.

• Trustworthy and dependable, particularly when handling confidential information.

• Able to work effectively under pressure in a fast-paced environment.

• Customer-focused with a service-orientated mindset.

• Confident in managing and resolving conflict situations.

Application Guidelines

• Email applications will not be accepted.

• Preference may be given to candidates from under-represented designated groups.

• If no feedback is received within two weeks of the closing date, please consider the application unsuccessful.

FlySafair Reserves the Right

• Not to proceed with this vacancy.

• To appoint candidates in line with operational requirements.