Job Description

Closing Date 2024/06/17
Reference Number SAA240425-3
Job Title Administrator: Service Recovery
Division Commercial
Business Unit Customer Engagement and NPS
Job Type Permanent
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Kempton Park
Job PurposeThe incumbent of this role will act as recovery agent in providing support and information to customers that have experienced a break in service delivery, by attending to post departure complaints in writing and telephonic.The role will provide proactive service recovery and customer care service to achieve the objectives of the department, thereby improving customer satisfaction levels through the timely resolution of issues.
Principal Accountabilities

• Demonstrates an understanding of the Customer Engagement strategy and plan relevant to own work outputs
• Implements Customer Engagement strategy within own area of responsibility
• Provides recommendations to support the implementation of the Customer Engagement strategy and plan
• Contributes to the budget management and containment of costs
• Applies cost saving initiatives continuously
• Provides recommendations on profitability
• Utilises resources in area of responsibility/ own area of work in a time and cost effective manner
• Utilises technology to enhance internal and external customer expectations
• Executes work outputs according to customer requirements
• Adheres to Governance and Risk Management policies, processes and systems
• Delivers on regular, irregular and timeous reporting of information to key stakeholders
• Participates in continuous optimisation programmes, projects and initiatives
• Perform duties in accordance with set policies, procedures and standards, and escalate non-conformances to the Team Leader in a timely manner
• Actively track progress against action plans and flag any risks that which may have a potential negative cost and reputational impact
• Resolve customer complaints and queries with the objective of retaining the customer i.e. written correspondence
• Log all complaints on Sales Force system for tracking and reporting purposes within the prescribed standards
• Provide information to Team Leaders and Management regarding customer complaints. Support a variety of communication channels, including Email, Social Media and Flight Reports
• Manage and monitor daily correspondence, i.e. Customer Service e-mail, faxes, web to case, and flight reports
• Draft appropriate written correspondence to customers whilst ensuring the highest standards of quality and professionalism (language, accuracy, sensitivity etc.)
• Compile daily and weekly individual Performance Reports in relation to own targets achieved and cases closed
• Provide departmental feedback to Team Leader in terms of issues related to Customer Service Recovery functions
• Provide Escalation support to the broader Customer Service Recovery function, other Departments such as flysaa.com, Reservations, Voyager, Baggage Services, Refunds, Airports and outstations in terms of complex customer complaints and queries referred to Team Leaders
• Respond appropriately to customers, according to set service standards
• Log technical faults with Help Desk, follow up and give feedback to Team Leader
• Participate actively in Internal and Inter-departmental meetings i.e. Customer Care management meetings and meetings with Airports and other partner Departments. Regularly complete reports and presentations (as required for meetings)
• Lives and role models the Airlines values

Qualifications & Experience

• Grade 12 (Matric) is essential
• A relevant diploma in Travel and Tourism or Business will be an advantage
• Amadeus reservations experience necessary
• Knowledge of SAAs Reservation Policy required
• At least 2 - 3 years experience in Airport Operations or Call Centre, Baggage Operations, Customer Services, Inflight Services or Trade Support necessary
• Knowledge of Sales Force is an advantage

Knowledge and Skills

• IATA policies and airline agreements and code shares
• Dangerous goods and Airside induction
• In-flight; Consumer Protection Act (CPA)
• Part 382 US DOT
• Organizational policies and procedures
• Customer Service policies and procedures
• EU regulations
• Warsaw and Montreal conventions
• Call Centre operations
• Product knowledge
• Fares (Basic and Intermediate)
• Sound understanding of the following tools and applications:

• Voyager
• CM System
• Baggage process
• Compensation Policy
• Consumer Protection Act
• Denied Boarding Policy
• Reservation systems i.e. Amadeus Reservations and Check-in; Booking system: Galileo * Information Processing
• Good Interpersonal skills
• Good Communication skills (Written and Verbal)
• Problem solving; Trend analyses (re-occurrence of issues)
• Analytical skills
• Planning and Organising skills
• Resource utilization skills
• Negotiation skills
• Computer literacy (MS Office with Advanced Excel)
• Conflict management skills
• Call Centre and Telephone etiquette
• Ticketing skills

Attributes

• Effective communication
• Technical Expertise
• Stakeholder Relationships
• Flexibility and Adaptability
• Drives Results
• Organisational Awareness
• Ethics and Integrity
• Collaboration

Additional InformationSAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.This applies to all internal and external applicants.---oOo---SAA will make use of an internal employee referral programme for all permanent vacancies advertised externally on the E-recruitment site. The normal advert and application process will still apply alongside the programme. Terms and conditions as published on MySAA apply.

South African Airways