Job Description

Flysafair careers – Customer Service Agent

Customer Service Agent – FlySafair Careers

About the Program

FlySafair is looking for a dedicated Customer Service Agent to deliver exceptional passenger support and ensure a smooth travel experience. The role focuses on assisting customers with bookings, ticket sales, and travel enquiries while maintaining the highest level of service and professionalism.

Job Description

The Customer Service Agent will be responsible for assisting passengers with various travel-related services while ensuring a positive customer experience. Key responsibilities include:

• Assist passengers with ticket sales, flight bookings, and flight changes while explaining relevant rules, terms, conditions, and procedures.
• Provide support to passengers during flight disruptions or cancellations and offer appropriate assistance.
• Handle confidential passenger information responsibly and maintain strict confidentiality.
• Address customer complaints and concerns professionally and in a timely manner.
• Escalate complex or unresolved issues to the Supervisor on duty when necessary.
• Deliver professional and friendly customer service at all times.
• Maintain accurate records and follow established airline procedures when assisting passengers.

Job Requirements

• Grade 12 or equivalent qualification (Essential).
• Experience in airport operations and ticket sales (Essential).
• Willingness to work weekends, public holidays, flexible hours, and shift schedules when required.
• Good knowledge of computer systems and Microsoft Office applications including Word, Excel, and Outlook.
• Strong understanding of customer service principles and best practices.
• Excellent written and verbal communication skills in English, including professional telephone etiquette.
• Ability to resolve customer conflicts and manage challenging situations effectively.

Personal Attributes

• Excellent communication skills with strong phone etiquette.
• Punctual and reliable.
• Patient, confident, and assertive when assisting customers.
• Trustworthy and professional, especially when handling confidential information.
• Strong time management and organisational skills.
• Ability to work effectively under pressure in a fast-paced environment.
• Customer-focused with a service-oriented mindset.
• Strong conflict resolution and problem-solving abilities.

Application Guideline

• Email applications will not be accepted.
• Preference will be given to members of under-represented designated groups.
• If no feedback is received within two (2) weeks after the closing date, please consider the application unsuccessful.

FlySafair Reserves the Right

• Not to proceed with this vacancy.
• Appoint suitable candidates based on operational requirements.

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