Airline Reservations & Service Specialist

Tp-8f723eaf; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Tp-8f723eaf in Cape Town is seeking an energetic Contact Centre Agent to assist passengers by phone with reservations, inquiries and ticketing. You will provide excellent customer service, resolve issues, and promote airline products to support revenue growth.

This role requires a Matric or NQF Level 4 qualification and at least 6 months in customer service or sales. You will handle payments, issue invoices, and keep accurate records while upholding airline policies.

Qualifications

• 6+ months of previous experience in customer service, sales, or a contact centre environment preferred
• Matric or NQF Level 4 qualification

Responsibilities

• Handle inbound calls with passengers, helping with flight reservations, bookings, and changes
• Address customer inquiries, complaints, and special requests professionally and effectively
• Provide passengers with accurate and timely information on flight schedules, delays, cancellations, and other relevant travel details
• Resolve customer issues or escalate complex matters to the appropriate department, ensuring a smooth customer experience
• Promote and sell airline services, including seat upgrades, additional baggage, lounge access, travel insurance, and other ancillary products
• Actively cross-sell and upsell services to increase revenue while providing tailored solutions to meet customer needs
• Assist with ticket purchases, changes to reservations, and upgrades, offering customers personalized options
• Proactively identify and offer products that enhance the customer’s travel experience
• Ensure compliance with airline policies, security regulations, and industry standards while processing customer requests
• Process payments accurately, handle transactions securely, and provide customers with invoices or receipts
• Maintain accurate records of customer interactions, bookings, and sales activities in the airline’s system
• Collaborate with other departments to ensure seamless service delivery and issue resolution

Skills

Customer service

Sales

Communication

Education

Matric or NQF Level 4 qualification

Job description

Tp-8f723eaf in Cape Town is seeking an energetic Contact Centre Agent to assist passengers by phone with reservations, inquiries and ticketing. You will provide excellent customer service, resolve issues, and promote airline products to support revenue growth.

This role requires a Matric or NQF Level 4 qualification and at least 6 months in customer service or sales. You will handle payments, issue invoices, and keep accurate records while upholding airline policies.