FlySafair Contact Centre Agent Opportunity: Aviation Customer Service and Booking Support
FlySafair is looking for a Contact Centre Agent to support customers with bookings, delays, cancellations, lost property, system issues and other travel-related enquiries.
The position sits within Safair Operations and gives experienced call centre professionals exposure to aviation customer service, booking support, complaint resolution, service recovery and sales.
You need Grade 12 or an equivalent qualification, at least one year of call centre experience and the flexibility to work shifts, weekends and public holidays.
What will you do in the contact centre?
You will serve as one of the first points of contact for FlySafair customers.
Your responsibilities will include:
- Handling customer complaints
- Responding to booking enquiries
- Assisting with delays and cancellations
- Helping with lost-property queries
- Resolving system-related issues
- Processing forms, orders and applications
- Providing information about FlySafair services and products
- Following up on unresolved customer matters
- Escalating complex queries
- Capturing customer interactions accurately
- Identifying upselling opportunities
The role combines customer service with airline operations and sales support.
How will you help with bookings?
Booking-related enquiries form part of the position.
You may assist customers who need information about reservations, processes or available FlySafair products and services.
You will need to explain information clearly and guide customers through the relevant steps.
What happens when flights are delayed or cancelled?
You will help customers with enquiries linked to flight delays and cancellations.
These situations can be stressful for travellers, so patience, clear communication and accurate information are important.
You will need to follow the correct scripts, instructions and procedures while helping customers understand their options and next steps.
How will you handle complaints?
Complaint resolution is a core part of the role.
You will need to listen carefully, clarify the issue and investigate where necessary before providing an appropriate solution or alternative.
When an issue cannot be resolved at your level, you will escalate it through the correct channel so that it can be handled effectively.
Will you deal with lost property?
Lost-property queries can also come through the contact centre.
You may need to gather the relevant information from the customer, explain the process and direct or escalate the matter appropriately.
Accurate information capture is especially important because these cases can require follow-up with other teams.
How important is customer information?
You will be expected to capture and update information in line with FlySafair procedures.
This can include:
- Customer enquiries
- Complaints
- Comments
- Actions taken
- Updated customer details
You must also maintain customer confidentiality.
Accurate records help other teams understand what has already happened and what still needs to be resolved.
Will you follow scripts?
You will work within clear scripts, instructions, guidelines and standard operating procedures.
These are used to help agents manage high volumes of customer enquiries consistently.
You still need to think carefully about each situation, because some queries will require investigation or escalation.
Will you work across different communication channels?
You will communicate with customers through approved FlySafair channels.
Your responsibility is to remain professional, positive and helpful regardless of the type of enquiry.
Strong written and verbal communication will therefore be important.
Is there a sales element to the role?
You may be expected to identify opportunities to upsell FlySafair products when appropriate.
This means the position is not limited to solving problems.
You may also help customers understand additional services that could suit their travel needs.
What kind of customer service is expected?
FlySafair expects the successful candidate to provide a high standard of service and look for opportunities to exceed customer expectations.
That requires you to be:
- Patient
- Professional
- Assertive
- Helpful
- Reliable
- Customer focused
You should be able to remain calm when handling difficult or high-volume enquiries.
Who can apply?
You need:
- Grade 12 or an equivalent qualification
- At least one year of call centre experience
- Clear criminal record
- Clear credit record
The position is therefore best suited to candidates who already have experience dealing with customers in a contact-centre environment.
Will you need to work shifts?
You must be willing to work:
- Shifts
- Weekends
- Public holidays
- Flexible hours
- Longer than normal office hours when required
Airline customer support does not follow standard office hours, so schedule flexibility is essential.
Which personal qualities will help?
FlySafair is looking for someone who is:
- Patient
- Assertive
- Trustworthy
- Professional
- Reliable
- Service orientated
- Team orientated
- Goal orientated
- Adaptable
- Flexible
Strong timekeeping is also important.
What can this experience lead to?
Experience in an airline contact centre can build skills relevant to careers in:
- Aviation customer service
- Contact centre operations
- Reservations
- Travel support
- Customer experience
- Complaint resolution
- Service recovery
- Sales support
- Airline operations
It can also help you build experience in working with high volumes of customer enquiries in a fast-moving service environment.
Where is the position based?
The position is based at FlySafair’s Head Office.
The successful applicant will report to the Contact Centre Team Leader.
How do you apply?
Applications must be submitted online through FlySafair’s recruitment portal.
Apply for the FlySafair Contact Centre Agent position
