Contact Centre Agent
Vacancy at a glance
See the original advert for vacancy details.
Confirm details and submission instructions on the original advert.
Overview
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)
Responsibilities
- Handle and resolve customer complaints, requests and queries
- Follow clear scripts, instructions and guidelines
- Process forms, orders, and applications
- Provide service and product information
- Explain processes and guide customers
- Follow up with customers to ensure issue resolution
- Identify customer needs and provide solutions
- Escalate problematic queries
- Capture details of inquiries and actions taken
- Update existing customer information
- Liaise with customers via approved communication channels
- Exceed customer expectations
- Seize upselling opportunities
- Maintain customer confidentiality
- Maintain knowledge of services and products
Prepare for this opportunity
SpanSam guidance · Practical advice based on this listing, not additional employer requirements.
Match your background to the requirements
Compare the qualification named in the requirements with your completed studies. Use the exact qualification title and completion date in your CV. If your studies are still in progress, say so clearly. Check the source before assuming that a different qualification will be accepted.
Check the type and length of experience requested. Make relevant roles easy to find with consistent start and end dates, then explain your own responsibilities. Label internships, practical training and volunteering accurately so the recruiter can distinguish them from other employment.
Use the duties to tailor your CV
For Contact Centre Agent, use the responsibilities above to decide which examples deserve space in your application. Choose a relevant task or project, explain what you personally did and describe the outcome. Use a measurable result where you have one, without inventing figures or sharing confidential information.
You do not need to repeat the whole advert in your CV. Help the reader connect your evidence to the advertised work. If you have not performed a duty before, describe relevant learning or transferable experience honestly rather than presenting it as a task you have already done.
Plan your submission
Check the original application page before preparing your final submission. If it uses a portal, review the required fields and file formats, complete each required step and look for a submission confirmation. Uploading a CV or creating a profile may be only part of the process.
Before applying, consider the advertised workplace and employment arrangement. Check any practical conditions that affect your availability with the employer rather than relying on another vacancy with a similar title.
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.