Contact Centre Agent

Job description

Safair Operations, operating as FlySafair has a vacancy for a Contact Centre Agent at our base Head Office. The successful applicant will report to the Contact Centre Team Leader.

Requirements

• 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).

Responsibilities

• 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

Application tips

• •Tailor your professional summary to the words used in the advert.
• •Only attach the documents that are asked for, nothing extra.
• •Apply early — many employers shortlist before the closing date.