X6 Call Centre Agents
Location: Jhb
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
Position: Call Centre Agent
Location: Head Office, Bonaero Park, Kempton Park, Gauteng
Reports To: Call Centre Team Leader / Assistant Manager, Customer Care Centre
Join Our Dynamic Customer Service Team!
Are you a highly motivated individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment and enjoy assisting people with their travel needs? FlySafair is seeking dedicated and professional Call Centre Agents to join our Customer Care Centre team at our Head Office in Bonaero Park, Kempton Park, Gauteng. This is an exciting opportunity to work in a vibrant, customer-focused environment where your communication skills and problem-solving abilities will make a real difference in the travel experience of our passengers.
Key Responsibilities
As a Call Centre Agent, you will be the primary point of contact for our airline passengers and customers, responsible for managing their inquiries, concerns, and operational issues promptly and professionally. Your role is crucial in ensuring our customers receive accurate, timely information and assistance, which directly influences their overall satisfaction and loyalty.
Your core responsibilities will include:
- Handling inbound calls: Respond to customer and airline passenger inquiries with professionalism and empathy. Your communication should be clear, courteous, and solutions-oriented to foster trust and confidence.
- Resolving operational issues: Assist passengers experiencing flight delays, cancellations, or rebooking needs. You will work closely with relevant departments to ensure smooth resolutions and keep customers informed throughout the process.
- Explaining processes and procedures: Clearly communicate airline policies, procedures, and steps involved in rebooking, refunds, or other services. Your ability to simplify complex information will help reduce customer frustration and confusion.
- Team collaboration: Work effectively within a team environment, sharing information and coordinating efforts to meet team targets and improve overall service delivery. Flexibility to work extended hours, including weekends and public holidays, is essential.
- Handling sensitive information: Manage confidential passenger data with discretion and integrity, ensuring compliance with privacy policies and data protection regulations.
- Effective communication: Demonstrate strong verbal and written communication skills to convey information accurately and professionally. This includes documenting customer interactions thoroughly and clearly.
- Customer satisfaction focus: Strive to provide a positive customer experience, handling objections calmly and constructively, and demonstrating patience and assertiveness when needed.
Qualifications and Experience
We are seeking candidates who meet the following minimum requirements:
- Educational background: A minimum of Grade 12 or an equivalent qualification; tertiary qualifications or travel-related certifications are advantageous but not mandatory.
- Experience: Between 1 to 4 years of experience in a call centre, customer service, or related environment. Experience within the airline, travel, or hospitality industries will be highly regarded.
- Language skills: Excellent proficiency in English, both spoken and written, to communicate effectively with diverse customers.
- Technical skills: Solid computer literacy, including familiarity with CRM systems, MS Office, and telephony etiquette. Ability to navigate multiple systems simultaneously is vital.
- Clean records: A clear criminal and credit record, reflecting trustworthiness and integrity.
- Flexibility: Willingness to work flexible hours, including weekends, public holidays, and extended shifts as required by operational demands.
- Transport: Own reliable transport is preferred to ensure punctuality and flexibility.
Personal Attributes
To succeed in this role, candidates should embody the following qualities:
- Punctuality and reliability: Consistently arrive on time and demonstrate dependable attendance.
- Trustworthiness and discretion: Handle sensitive information professionally and maintain confidentiality.
- Customer-centric mindset: Exhibit exceptional service orientation, high patience levels, and the ability to handle difficult situations diplomatically.
- Conflict management: Possess strong conflict-resolution skills, remaining calm and composed under pressure.
- Time management: Prioritize tasks effectively, demonstrating the ability to work beyond standard hours when necessary.
- Resilience: Handle objections and challenges constructively, maintaining a positive attitude and focus on solutions.
Working Hours and Shift Details
Our operational hours require flexibility, with shifts typically spanning:
- 07:00–16:00
- 08:00–17:00
- 09:00–18:00
- 10:00–19:00
Coverage is provided on weekends and public holidays, ensuring consistent customer support throughout the week.
Application Process
Interested candidates are requested to apply strictly via our official application portal or designated channels—no email applications will be accepted. Please ensure your application includes an up-to-date CV and a cover letter highlighting your suitability for the role.
Preference will be given to applicants from under-represented designated groups, aligning with our commitment to diversity and inclusion.
Please note:
- If you do not receive a response within two weeks after the closing date, consider your application unsuccessful.
- FlySafair reserves the right to cancel or amend this vacancy without notice and to select candidates based on current operational needs.
Join FlySafair and be part of a team dedicated to delivering safe, efficient, and friendly service to travelers across South Africa. Your customer service skills could be the flight ticket to your new career!
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