Job Description

• 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:

• Email applications will be not accepted;
• Preference will be given to members of under-represented designated groups;
• Should no feedback be provided within two (2) weeks from the closing date, please consider your application as unsuccessful.

FlySafair reserves the right:

• Not to proceed with this vacancy;
• To appoint the selected candidates based on its operational requirement.

Closing Date: 24 February 2024

FlySafair