Senior Call Centre Agent

Safair Operations requires the services of a Senior Call Centre Agent that will report to the Manager: Customer Care Department and will be based at our Head Office in Bonaero Park.


RESPONSIBILITIES:

–  Receive calls from customers/passengers

–  Deal with problems such as delays, cancellations etc.

–  Explain processes to customers and assisting them where necessary

–  Work in a team and longer than normal hours (shift work)

–  Deal with confidential information

–  Able to advise call centre agents with high passenger queries

–  Communicate with customers both verbally and in writing.

 

REQUIREMENTS:

–  Grade 12

–  One (1) to five (5) years’ experience in a Call Centre Environment, specifically handling inbound calls

–  Travel or relevant qualification will be an advantage

–  Excellent communication in English – speak, read and write

–  Solid computer literacy

–  Excellent phone etiquette

–  No criminal or credit record

–  Able to work on weekends, public holidays and flexible hours as required

–  Own transport would be an advantage.

 

SHIFTS: (6 days on, 3 days off)

–  07:00 – 16:00

–  08:00 – 17:00

–  09:00 – 18:00

–  10:00 – 19:00

–  Includes weekends and public holidays.

PERSONAL ATTRIBUTES:

–   Punctual

–   Excellent understanding or experience of delivering great customer service to a customer

–   High degree of patience and assertiveness

–   Conflict resolution skills

–   Trustworthy, professional and reliable, including dealing with confidential information

–   The ability to work well under pressure

–   Practice good time management and willingness to work longer than normal office hours

–   Remains focused in order to handle objections

–   Customer focused and service orientated.

 

APPLICATION GUIDELINE:


–   No external email applications will be considered.

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