Contact Centre Agent at FlySafair

Safair Operations, operating as FlySafair, is seeking driven, customer-focused individuals to join their head office team in Johannesburg, Gauteng as Contact Centre Agents. As South Africa's leading low-cost airline, FlySafair prides itself on operational excellence, on-time performance, and exceptional passenger experiences. In this dynamic role, you will serve as the frontline voice of the brand, managing incoming passenger queries, handling reservations, and resolving flight-related issues with professionalism and efficiency.

This position is ideal for energetic professionals with at least one year of call centre experience who thrive in fast-paced operational environments. Candidates must be adaptable and prepared to work rotational shifts including weekends and public holidays to support continuous airline operations across South Africa.

Key Responsibilities

• Customer Inquiries & Support: Act as the first point of contact to resolve customer complaints, flight bookings, schedule adjustments, flight delays, cancellations, lost property inquiries, and booking system troubleshooting.

• Script & SOP Adherence: Follow established scripts, operational guidelines, and standard operating procedures to investigate, resolve, and accurately process high-volume customer inquiries.

• Order & Application Processing: Process travel forms, special assistance requests, baggage orders, and booking amendments accurately and timeously.

• Service & Product Education: Provide comprehensive, up-to-date information regarding FlySafair flights, baggage rules, check-in policies, and ancillary services.

• Issue Escalation: Efficiently escalate complex or critical customer disputes to the Contact Centre Team Leader to guarantee prompt resolution.

• Data Accuracy & Record Keeping: Accurately capture call logs, customer notes, resolutions, and feedback into CRM systems while maintaining strict passenger confidentiality.

• Sales & Upselling: Identify opportunities to upsell travel insurance, priority boarding, extra baggage, and seat selection to enhance the passenger journey.

Why Join the Company

Working at FlySafair places you at the heart of the South African aviation industry. Employees enjoy exposure to high-volume airline operations, structured career advancement pathways within customer care and operations, and a vibrant, collaborative workplace culture. You will gain invaluable experience representing one of the country's most awarded and recognized domestic carriers.

Application Strategy (Exclusive)

• Highlight Airline & Shift Flexibility: Emphasize your availability and past track record of working rotational shifts, weekend schedules, and public holidays, as 24/7 reliability is crucial in aviation.

• Quantify Contact Centre Metrics: Detail your average daily call volumes, first-call resolution (FCR) rates, or customer satisfaction (CSAT) scores from your previous customer service roles.

• Showcase Conflict Resolution Skills: Clearly mention specific examples of handling high-pressure situations, such as cancelled flights or upset passengers, with patience and assertiveness.

Interview Preparation

Candidates shortlisted for this position should prepare to answer situational customer service questions such as:

• "How would you handle an irate passenger whose flight was delayed or cancelled due to adverse weather?"

• "Describe a scenario where you successfully turned a dissatisfied customer into a brand advocate."

Sharpen your responses and practice handling challenging customer scenarios using the Xhosadev Interview Simulator before your interview.

How to Apply

Candidates who meet all requirements and hold a clean credit and criminal record are encouraged to submit their applications online through the official FlySafair recruitment portal.

Click here to apply for this role

Salary is estimated based on market research.

• Grade 12 / Matric qualification or equivalent (Essential)

• Minimum of 1 year call centre or contact centre experience (Essential)

• Clear criminal record and clean credit history (Essential)

• Willingness and ability to work rotational shifts, weekends, public holidays, and overtime when required (Essential)

• Strong verbal and written communication skills in English

• High degree of patience, assertiveness, and emotional intelligence under pressure

• Customer-focused, service-orientated, and highly reliable with immaculate timekeeping

• Demonstrated proficiency with computer systems, CRM databases, and typing