Customer Service Agent (HLA)

Flying Seekers; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

FlySafair is actively seeking a Customer Service Agent to ensure exceptional service delivery to passengers at the airport. The position reports to the Manager Base Airport and focuses on ticket sales, bookings, and handling disruptions as needed.

The role requires strong English communication, punctuality, and the ability to work weekends and varied shifts. You will address passenger inquiries, resolve issues promptly, and maintain confidentiality in handling sensitive information.

Qualifications

• Experience in airport operations and ticket sales.
• Flexibility to work weekends and public holidays.
• Excellent written and verbal communication in English.

Responsibilities

• Provide assistance to passengers with ticket sales, bookings and flight modifications.
• Support customers during flight disruptions and cancellations, ensuring smooth resolutions.
• Safeguard and handle sensitive and confidential information responsibly.
• Address passenger complaints in a professional, timely, and efficient manner.
• Escalate complex or unresolved issues to the on-duty Supervisor for further action.
• Deliver exceptional customer service consistently, maintaining a professional demeanor at all times.

Skills

Airport operations

Ticket sales

Microsoft Office

English communication

Tools

Microsoft Office

Job description

FlySafair is actively hiring for the position of Customer Service Agent. The successful candidate will report directly to the Manager Base Airport and play a key role in ensuring exceptional service delivery to passengers.

Key Responsibilities

• Provide assistance to passengers with ticket sales, bookings, and flight modifications, including explaining rules, regulations, terms, and conditions as needed.
• Support customers during flight disruptions and cancellations, ensuring smooth resolutions.
• Safeguard and handle sensitive and confidential information responsibly.
• Address passenger complaints in a professional, timely, and efficient manner.
• Escalate complex or unresolved issues to the on-duty Supervisor for further action.
• Deliver exceptional customer service consistently, maintaining a professional demeanor at all times.

Requirements

• Experience in airport operations and ticket sales.
• Flexibility to work weekends, public holidays, and varied shifts as needed.
• Proficiency in using computers and Microsoft Office applications (Word, Excel, Outlook).
• Strong understanding and commitment to delivering exceptional customer service.
• Excellent written and verbal communication skills in English, including professional phone etiquette.
• Effective conflict resolution and problem-solving skills.

Personal Attributes:

• Demonstrates punctuality and reliability.
• Possesses a high degree of patience and assertiveness.
• Maintains trustworthiness, professionalism, and discretion, particularly when handling confidential information.
• Exhibits exceptional timekeeping skills.
• Thrives under pressure with a composed and effective approach.
• Is customer-focused and service-oriented, prioritizing passenger satisfaction.