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