CUSTOMER SERVICE AGENT AIRLINE INDUSTRY IN SOUTH AFRICA
Price: Consult price
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. This is a permanent position and shift work will be required. Key responsibilities · Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact · Identify and understand customer needs in order to provide a consistently high quality service · Effectively promote the client’s products and enhance customer experience and loyalty · Provide accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service · Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner · Ensure action is taken to increase customer retention, loyalty and build a credible reputation · Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records · Understand and adhere to the company and department standards, policies and procedures · Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed Skills, experience and attributes • 2 years experience in the travel, tourism or customer service industry • Grade 12 or equivalent • 12 months travel and tourism training or relevant training essential • GDS training system, preferably Amadeus, Sabre & Galileo • Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS • Excellent understanding or experience of delivering great customer service to a customer • Above average computer literacy and excellent data capturing skills • Confidence and ability to articulate in a clear and concise manner • Excellent English verbal and written communication skills • High degree of patience and assertiveness with excellent rapport-building skills • Conflict resolution skills • Easily builds trust and credibility with customers • Remains focused in order to handle objections • Target-driven in order to achieve or exceed KPI’s • Customer focus and service orientation • The ability to work well under pressure If you meet the above requirements, please attach an updated copy of your cv.
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