Job Description

Flysafair careers – Customer Service Agent

Job Title: Customer Service Agent

Company: Flysafair Careers

Job Purpose

The Customer Service Agent is responsible for delivering professional, efficient, and customer-focused service to passengers. This role supports ticket sales, bookings, flight changes, and disruption management while ensuring compliance with airline procedures, safeguarding confidential information, and maintaining high service standards at all times.

Key Responsibilities

Customer Service & Passenger Support

• Assist passengers with ticket sales, bookings, rebookings, and flight changes.
• Clearly explain fare rules, terms and conditions, airline regulations, and procedures to customers.
• Provide support to customers during flight disruptions or cancellations, ensuring timely and accurate information.
• Address customer enquiries and complaints professionally, efficiently, and in line with service standards.
• Escalate complex or unresolved issues to the Supervisor on duty when required.

Service Excellence & Compliance

• Deliver consistent, high-quality customer service across all approved communication channels.
• Handle and safeguard confidential customer information in accordance with company policies.
• Maintain accurate records and ensure all actions are completed in line with operational procedures.

Job Requirements

• Grade 12 or equivalent qualification.
• Proven airport and ticket sales experience.
• Willingness and availability to work weekends, public holidays, flexible hours, and shift work as required.
• Good working knowledge of computers and Microsoft Office applications, including Word, Excel, and Outlook.
• Strong understanding of customer service excellence principles.
• Excellent written and verbal English communication skills with professional phone etiquette.
• Effective conflict resolution skills.

Personal Attributes

• Customer-focused and service-orientated mindset.
• Punctual with excellent time management and immaculate timekeeping.
• High levels of patience, assertiveness, and professionalism.
• Trustworthy, reliable, and capable of handling confidential information with discretion.
• Ability to perform well under pressure in a fast-paced environment.
• Strong interpersonal and problem-solving abilities.

Application Guidelines

• Email applications will not be accepted.
• Preference will be given to candidates from under-represented designated groups.
• If no feedback is received within two weeks from the closing date, please consider the application unsuccessful.

Flysafair Reserves the Right

• Not to proceed with the vacancy.
• To appoint candidates in line with operational requirements.

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