Contact Centre Agent

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.