Job Description

Flysafair careers – Customer Service Supervisor

Customer Service Supervisor – FlySafair Careers

About the Role
The Customer Service Supervisor is responsible for leading the front-line passenger services team to deliver efficient operations and exceptional customer experiences. This role ensures service excellence, compliance with company policies, and smooth day-to-day ticket sales operations.

Key Responsibilities

• Assist passengers with ticket sales, bookings, amendments, and flight changes
• Manage customer service challenges including delays, cancellations, and operational disruptions
• Clearly explain processes and provide guidance to customers when required
• Supervise ticket sales staff, ensuring high service standards at all times
• Train, coach, and evaluate the performance of ticket sales representatives
• Ensure adherence to FlySafair policies and procedures, including pricing, ticketing, and refund standards
• Resolve customer complaints and ticketing-related issues professionally and efficiently
• Oversee daily operations of the ticket sales function, including staffing, shift planning, and coverage
• Ensure all transactions are processed accurately and efficiently with no discrepancies
• Maintain a visible, approachable presence for both staff and passengers
• Liaise with customers and internal teams to ensure smooth service delivery

Minimum Requirements

• Grade 12 or equivalent
• 2–4 years’ experience in an airline or aviation environment, including Passenger Services, Ramp Services, or Baggage Handling
• Clear criminal and credit record
• Availability to work weekends, public holidays, and shifts
• Strong understanding of customer service excellence
• Proficiency in Microsoft Word, Excel, and Outlook
• Excellent verbal and written communication skills
• Proven conflict resolution abilities
• Professional phone etiquette

Advantageous Qualification

• Travel Degree or Diploma

Personal Attributes

• Professional with high integrity
• Punctual with immaculate timekeeping
• Patient, assertive, and customer-focused
• Reliable and dependable
• Trustworthy with confidential information
• Strong team player
• Able to perform effectively under pressure

Application Information

• Email applications will not be considered
• 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 the vacancy
• To appoint candidates in line with operational requirements

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