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Job Description:
Safair Operations, operating as FlySafair, is seeking a Groups Agent for our head office in Bonaero Park. Reporting to the Manager of Business Development, the successful candidate will be responsible for booking and coordinating group bookings, responding to passenger inquiries via various channels, verifying payments, generating quotations, and ensuring exceptional customer service throughout the process.
The Groups Agent plays a vital role in building and maintaining relationships with clients and ensuring a positive experience for all passengers.
Details:
Duration: 2024-03-14 to 2024-04-13
Reference Number: JHB000883
Department: Sales and Distribution
Location: Gauteng, Kempton Park
Salary: Market Related
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Requirements:
- Grade 12 qualification.
- Preferred: Call Centre experience.
- Experience using Zendesk, Phone systems, Raddix system, and PayU (Advantageous).
- Willingness to work overtime and shifts when required.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Exceptional customer service skills.
- Accurate and up-to-date knowledge of FlySafair’s offerings.
Skills and Competencies:
1. Communication Skills:
- Excellent verbal and written communication skills to interact effectively with passengers and colleagues.
- Ability to articulate information clearly and concisely.
- Proficiency in using communication platforms such as email, phone systems, and Zendesk.
2. Customer Service:
- Exceptional customer service skills with a focus on providing a positive experience for passengers.
- Ability to address passenger inquiries promptly and courteously.
- Proven track record of building and maintaining customer relationships.
3. Attention to Detail:
- Strong attention to detail to accurately process bookings, verify payments, and maintain records.
- Ability to capture and record information precisely, ensuring accuracy in all tasks.
4. Problem-Solving:
- Proactive problem-solving skills to address passenger issues and concerns effectively.
- Capacity to identify recurring problems and provide feedback to management for improvement.
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5. Computer Proficiency:
- Proficiency in Microsoft Office applications (Word, Excel, Outlook) for generating quotations, maintaining records, and communication.
- Experience using specific platforms such as Zendesk, Phone systems, Raddix system, and PayU is advantageous.
6. Adaptability:
- Willingness to work overtime and shifts as required to meet operational demands.
- Ability to adapt to changing situations and prioritize tasks effectively in a dynamic environment.
7. Teamwork:
- Capability to work collaboratively with colleagues as part of a team.
- Contribution to a positive team environment through support and cooperation.
8. Time Management:
- Impeccable time management skills to handle multiple tasks efficiently and meet deadlines.
- Ability to work under pressure while maintaining composure and professionalism.
9. Proactivity:
- Proactive approach to anticipate passenger needs and provide assistance before they are requested.
- Initiative to identify opportunities for improvement in passenger service and operational processes.
10. Professionalism:
- Professional demeanor and conduct in all interactions with passengers and colleagues.
- Representation of FlySafair with integrity and professionalism, upholding the company’s reputation.
Responsibilities:
- Book and coordinate group bookings efficiently.
- Respond to calls, emails, or other communications from passengers and prospective passengers.
- Take appropriate actions on calls, including providing information, making booking changes, assisting with lost property, or creating new bookings.
- Ensure timely and courteous responses to clients, maintaining professionalism at all times.
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- Verify payments made by clients, capture names, and assist with group changes as needed.
- Generate and follow through with group quotations and bookings, guiding clients through the process.
- Provide feedback to management on recurring passenger issues to address root causes.
- Establish and maintain trust and rapport with clients, ensuring exceptional customer service.
- Build and maintain relationships with potential clients to promote FlySafair’s services.
Personal Attributes:
- Friendly and approachable demeanor.
- Articulate communication skills.
- Professionalism in all interactions.
- Ability to work effectively in a team or independently.
- Proactive problem-solving approach.
- Excellent listening and communication skills.
- Strong attention to detail.
- Impeccable time management skills.
Application Guideline:
- External email applications will not be accepted.
- If no feedback is provided within two (2) weeks from the closing date, consider the application as unsuccessful.
- FlySafair reserves the right to proceed with the vacancy or appoint selected candidates based on operational requirements.
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