Customer Service Associate

Major Travel; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading travel company in Cape Town seeks a Customer Service Associate to provide exceptional service to English-speaking customers. The role involves handling calls, chats, and emails related to Independent Travel Agents. Candidates must be bilingual in English and Arabic, with a minimum of 3 years' experience in customer service. This is an on-site position in Century City, offering day and night shifts.

Qualifications

• Minimum of 3 years' customer service experience required.
• Demonstrates empathy and professionalism in all customer interactions.

Responsibilities

• Deliver consistent, high-quality service to customers.
• Handle inbound customer calls, chats and emails.
• Prioritize customer satisfaction.
• Effectively address and resolve customer issues.
• Maintain performance metrics to meet productivity goals.
• Capture and report customer feedback to management.

Skills

Bilingual fluency in English and Arabic

Proficient computer and internet skills

Strong telephone etiquette

Strong multitasking capabilities

Excellent customer service and communication skills

Ability to work independently

Strong problem-solving abilities

Education

High school diploma or equivalent

Job description

Job Title: Customer Service Associate

Salary Scale: R

Location: On-site - Century City

Start Date: 01 December

Job Description: We are seeking a Customer Service Associate to join our dynamic support team.

The primary responsibility of this role is to provide exceptional service to English-speaking customers. The role involves handling incoming calls, chats, and emails related to Independent Travel Agents (ITA).

Responsibilities

• Deliver consistent, high-quality service to customers in both English and Arabic.
• Handle inbound customer calls, chats and emails and respond to accordingly.
• Prioritize customer satisfaction and maintain a customer-first mindset.
• Effectively address and resolve customer issues with professionalism and efficiency.
• Maintain performance metrics to meet or exceed productivity and quality goals.
• Adhere to assigned schedules and attendance requirements to support service level objectives.
• Capture and report customer feedback and concerns to management, ply with established service quality standards and protocols.
• Handle primarily voice interactions, with chat or email responsibilities as required by client needs.
• Basic Qualifications: Education – High school diploma or equivalent is required.
• Experience – A minimum of 3 years' customer service experience is required. Years of experience is preferred.

Skills and Abilities

• Bilingual fluency in English and Arabic (proficiency in speaking, reading, writing, and comprehension).
• Proficient computer and internet skills (intermediate level).
• Strong telephone etiquette.
• Strong multitasking capabilities.
• Excellent customer service and communication skills.
• Ability to work independently and manage time effectively.
• Strong problem‑solving and decision‑making abilities for adapting to a fast‑paced environment.
• Demonstrates empathy and professionalism in all customer interactions.

Schedule

• Day Shift : 07h
• Night Shift : 15h
• h00 (including transport)

If you haven't been contacted within 2 weeks of applying, please consider your application unsuccessful.