Contact Centre Agent

Flysafair; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FlySafair in Johannesburg is seeking a customer service agent to handle high-volume inquiries, resolve issues and process bookings, delays, cancellations and lost property.

You will follow scripts, provide service information, and escalate when needed, while maintaining confidentiality and aiming to exceed customer expectations. Weekend and holiday shifts are required.

Qualifications

• Grade 12 or equivalent is essential.
• Minimum of 1 year's call centre experience in the last 3 years.
• No criminal or credit record is essential.

Responsibilities

• Handle and resolve customer complaints, requests and queries.
• Follow scripts and guidelines to inform, investigate and resolve high-volume enquiries.
• Process forms, orders and applications requested by customers.
• Provide information on FlySafair's services and products.
• Explain processes and guide customers accordingly.
• Follow up to ensure issues are resolved.

Skills

Call centre experience

Excellent communication

Customer service orientation

Problem solving

Education

Grade 12 or Equivalent

Job description

• 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;
• Seize opportunities to upsell products when they arise;
• Maintain customer confidentiality;
• Maintain knowledge of services and products and identify opportunities to improve customer service.
• 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).

• 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;
• Seize opportunities to upsell products when they arise;
• Maintain customer confidentiality;
• Maintain knowledge of services and products and identify opportunities to improve customer service.
• 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).

Personal Attributes

• High degree of patience and assertiveness;
• Trustworthy, professional and reliable;
• Customer-focused and service-orientated;
• Team orientated;
• Goal orientated;
• Adaptable and flexible;
• Immaculate timekeeping.

FlySafair Reserves The Right

• Not to proceed with this vacancy;
• To appoint the selected candidates based on its operational requirements.

Closing Date: 25 September 2026

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