Customer Care Consultant

2 weeks ago

Johannesburg, South Africa Fly Safair Full time

Monitor social media accounts and respond to customers;
- Investigate customer complaints and identify suitable resolutions;
- Escalate problematic queries to the correct level to ensure prompt and effective resolution;
- Ensure that all posts are closed out appropriately;
- Manage customer queries within a pre-determined service level agreement;
- Manage and curate the content on the help section of our website to ensure that information is readily available to customers who have questions;
- Report on major issues that our customers are facing and ensure that these pain points are addressed;
- Resolve potential conflicts and ensure that customers are satisfied;
- 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;
- Maintain customer confidentiality;
- Maintain knowledge of services and products and identify opportunities to improve customer service skills.
- Grade 12 or equivalent;
- Tertiary qualification in communications / digital marketing field or similar field (Advantageous);
- 3 - 5 years of social media experience or 2 - 5 years of call centre experience with social media exposure in a mid-size organisation (Essential);
- No criminal or credit record;
- Required to work shifts, on weekends, public holidays and flexible hours;
- Own transport (Advantageous);
- Willingness to work longer than normal office hours;
- Excellent communication skills in English (Written and verbal);
- Ability to multi-task and prioritise in a highly deadline-driven environment.

**Personal Attributes**:

- High degree of patience and assertiveness;
- Trustworthy, professional and reliable;
- Customer-focused and service-orientated;
- Team orientated;
- Goal orientated;
- Adaptable and flexible;
- Detail orientated;
- Immaculate time keeping.

**Application guideline**:

- Preference will be given to members of under-represented designated groups;

FlySafair reserves the right:

- Not to proceed with this vacancy;

**Closing Date: 24 February 2024

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