Customer Service Supervisor

FlySafair; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading airline in Durban is seeking a Ticket Sales Manager to oversee ticket sales operations, manage staff, and maintain customer satisfaction. Candidates must have a strong background in customer service and airline operations, with at least 2-4 years of relevant experience. The role requires supervision of ticket sales staff, conflict resolution, and adherence to company policies. Ideal candidates are professional, reliable, and able to work under pressure.

Qualifications

• Minimum of 2-4 years' experience in Airline/Aviation environment.
• Must be willing to work on weekends and public holidays.
• Excellent understanding of delivering great customer service.

Responsibilities

• Assist passengers with ticket sales, bookings and flight changes.
• Handle issues such as delays, cancellations, and other operational challenges.
• Supervise ticket sales staff and representatives.

Skills

Customer service

Conflict resolution

Communication skills

Microsoft Office proficiency

Education

Grade 12 or equivalent

Travel Degree or Diploma

Job description

• Assist passengers with ticket sales, bookings and flight changes;
• Handle issues such as delays, cancellations, and other operational challenges;
• Explain processes to customers and provide assistance where necessary;
• Supervise Ticket Sales staff;
• Supervise ticket sales representatives, including their training, coaching, and performance evaluation;
• Ensure that all ticket sales representatives adhere to FlySafair policies and procedures, including pricing, ticketing, and refund policies;
• Resolve customer complaints and issues related to ticket sales;
• Oversee the day-to-day operations of the ticket sales department, including managing staff, scheduling and shifts;
• Ensure that all ticket sales are handled efficiently and accurately without any errors or discrepancies;
• Liaise with customers and maintain a visible, accessible presence for both staff and passengers at all times.
• Grade 12 or equivalent (Essential);
• Travel Degree or Diploma (Advantageous);
• Minimum of 2-4 years' experience in an Airline/Aviation environment (Passenger Services and/or Ramp Services and/or Baggage Handling);
• No criminal or credit record;
• Must be willing to work on weekends and public holidays;
• Excellent understanding and experience of delivering great customer service;
• Proficient in the use of Microsoft Office (Word, Excel and Outlook);
• Excellent communication skills (verbal and written);
• Conflict resolution skills;
• Excellent phone etiquette;
• Must be willing to work shifts.
  
  

Personal Attributes

• Professional;
• High integrity;
• Punctual;
• High degree of patience and assertiveness;
• Reliable and dependable;
• Ability to deal with confidential information;
• Team player;
• Immaculate time keeping;
• The ability to work well under pressure.
  
  

Application Guideline

• Email applications will not be accepted;
• Preference will be given to members of under-represented designated groups;
• Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.
  
  

FlySafair Reserves The Right

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

Closing Date: 15 August 2025

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