Job Description

• To assist with the management and support of the Team leaders, Social Media Consultants and Agents, which includes monitoring and correcting both quality and quantity of work;
• Ensure that teams are trained and equipped to deliver high levels of service;
• Work with team leaders on quality control;
• Assist with Roster and Schedule Planning;
• Reporting on performance and KPIs;
• Reports: to assist with the compilation of basic Call Centre reports;
• Ensure that Contact Centre teams are well trained and deliver the best level of service;
• Ensure that service level agreement turnaround times are met;
• Ensure that work is of an optimum quality;
• To feedback to Manager: Customer Care Centre on any recurrent issues that passengers appear to be facing so that these issues may be addressed and corrected at the root cause;
• To Manage individual customer relations cases, particularly those escalated out of the Contact Centre environment and to resolve these, quickly, fairly and efficiently;
• To manage the Refund Request Procedure, by checking the validity of the request, the supporting documentation (where necessary), the Financial aspect, before sign off;
• To relieve the Manager: Customer Care Centre when needed;
• Weekly Reports;
• Customer Relations cases to be resolved with 24 hours, notwithstanding extenuating circumstances, in which case daily updates to customer are required;
• High pressure environment requiring always on performance of team;
• Needs to closely supervise the Contact Centre and keep an eye on out stations;
• Will be in daily contact with Manager: Customer Care.

• Grade 12 or equivalent;
• Preferable bachelors degree / business diploma;
• Internal training on policies, Zendesk, Phone systems, Radix system and PayU (if required);
• 3 years in leadership position;
• Call centre experience;
• Proficient in the use of Microsoft Office (Word, Excel and Outlook).

• Strong leadership ability;
• Positive attitude and ability to be firm and fair, but also motivating to team;
• Must have strategic oversight of business and be able to contribute meaningfully to the strategic direction of the airline;
• Strong reporting skills; - Immaculate time keeping.

FlySafair