Contact Centre Agent

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.

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.