FlySafair, one of South Africa’s leading low-cost airlines, is seeking a dedicated Call Centre Agent to join its team at the head office in Bonaero Park, Johannesburg. The company prides itself on providing excellent customer service and ensuring that passengers receive assistance whenever needed.
The successful applicant will report directly to the Assistant Manager: Call Centre and play a key role in handling customer interactions efficiently and professionally.
Call Centre Agent Job Overview
The Call Centre Agent will be responsible for managing customer inquiries, addressing concerns related to flight bookings, and ensuring that every passenger receives timely assistance. The role requires working in a dynamic and sometimes high-pressure environment where agents must resolve customer complaints, provide travel information, and handle disruptions such as flight cancellations and delays.
As a permanent position, this opportunity offers stability in an industry that continues to grow in South Africa. The salary for this role is market-related, ensuring that the compensation aligns with industry standards and experience levels.
Key Responsibilities
The Call Centre Agent will be required to:
- Receive and manage inbound calls from customers and passengers.
- Handle flight-related concerns, including delays, cancellations, rebookings, and other service-related queries.
- Provide clear and professional communication to passengers, ensuring they understand the processes involved in booking, refunds, or rescheduling.
- Assist customers with inquiries and complaints via phone, email, and possibly other digital communication platforms.
- Work in a team-oriented environment, collaborating with colleagues to enhance customer satisfaction.
- Maintain confidentiality when handling sensitive customer information.
- Adhere to shift schedules, which include weekends and public holidays, ensuring that customer support is available when needed.
Minimum Job Requirements
Candidates interested in this position must meet the following criteria:
- A Grade 12 certificate (Matric) is required.
- One to four years of experience in a call centre environment is preferred.
- A qualification in Travel and Tourism or a relevant field will be an advantage.
- Proficiency in English (spoken, written, and reading) is essential.
- Strong computer literacy skills are required, as agents will use digital platforms for customer communication.
- Excellent phone etiquette and professional communication skills are necessary to manage customer inquiries effectively.
- Candidates should have no criminal or credit record, ensuring that they meet the company’s ethical standards.
- Availability to work flexible hours, including weekends and public holidays, is a must.
- Having own transport will be an advantage, considering the varying shift schedules.
Personal Attributes Required
FlySafair is looking for individuals who possess the following attributes:
- Punctuality and reliability – Agents must be on time for their shifts to ensure seamless customer service.
- Exceptional customer service skills – A deep understanding of how to handle customers professionally and with care.
- Patience and assertiveness – The ability to remain calm under pressure while effectively addressing customer concerns.
- Strong conflict resolution skills – Managing complaints and disputes in a way that satisfies both the customer and the company.
- Excellent time management – Prioritizing tasks efficiently to meet customer demands.
- Professionalism and trustworthiness – Maintaining the highest standards when dealing with confidential customer information.
- Ability to work under pressure – Remaining composed in a high-volume, fast-paced call centre environment.
- Strong focus on objections handling – Listening to customer concerns and addressing them strategically.
Shift Schedules
As part of FlySafair’s commitment to excellent customer service, the call centre operates on a rotating shift system. The successful candidate must be willing to work the following shifts, including weekends and public holidays:
- 07:00 – 16:00
- 08:00 – 17:00
- 09:00 – 18:00
- 10:00 – 19:00
Why Join FlySafair?
Working at FlySafair offers a rewarding experience in one of South Africa’s most successful airlines. Employees become part of a dynamic, customer-focused team that prioritizes professional growth and development. The company provides a structured work environment, ensuring that employees receive the necessary training and support to excel in their roles.
Additionally, FlySafair is committed to upholding high standards of customer service, meaning that every agent plays a crucial role in maintaining the airline’s reputation. The company offers competitive salaries, professional development opportunities, and a chance to build a career in the aviation industry.
How to Apply
Interested candidates should ensure that they meet the job requirements before applying. The application process involves submitting a detailed CV, which highlights relevant experience, skills, and qualifications. The hiring team at FlySafair will carefully review applications to select candidates who best fit the position.
For those passionate about customer service and the aviation industry, this is an excellent opportunity to join a reputable airline and contribute to its growing success. FlySafair looks forward to welcoming dedicated and service-driven individuals to its call centre team in Bonaero Park!
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