Call Centre Team
7 months ago
Gauteng, Kempton Park
- (Market related)
Safair Operations, operating as FlySafair, has a vacancy for a
**Call Centre Team Leader**
***at our head office in
**Bonaero**
**Park.**
The successful applicant will report to the
**Assistant Manager: Client Contact Centre.**
**RESPONSIBILITIES**:
- Ensure that service level agreement turnaround times are met;
- Ensure that work is of an optimum quality;
- To provide back-up support for more challenging customer queries where intervention at a higher level is required by the agent;
- To feedback to Manager: Client Contact Centre on any recurrent issues that passengers appear to be facing;
- Train new agents and re-train existing agents to ensure that the product and procedure knowledge is always fresh and accurate.
**REQUIREMENTS**:
- Grade 12 Certificate or equivalent;
- Internal training on policies, Zendesk, Phone systems, Radix system and PayU;
- At least 5 year’s call center experience.
- Proficient in the use of Microsoft Office (Word, Excel and Outlook);
- Willingness to work overtime when required.
**PERSONAL ATTRIBUTES**:
- Punctual;
- Excellent understanding or experience of delivering great customer service to a customer;
- High degree of patience and assertiveness;
- Conflict resolution skills;
- Immaculate time keeping;
- 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***:
- FlySafair reserves the right
- Not to proceed with this vacancy
- Reference number - JHB000773
**Preference will be given to members of under-represented designated groups.**
- For more information please contact:
- Lungiswa Hlathi
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