Contact Centre Agent

Job Reference Number: C02_0052 Department: Sales & Distribution Business Unit: Industry: Aviation Job Type: Permanent Positions Available: 7 Salary: Market Related Safair Operations, operating as FlySafair has a vacancy for a Contact Centre Agent at our base Head Office. The successful applicant will report to the Contact Centre Team Leader. 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. Job Requirements 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. 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: 25 September 2026