Call Centre Team Leader - Bonaero Park at FlySafair

RESPONSIBILITIES:

• Ensure that service level agreement turnaround times are met;
• Ensure that work is of an optimum quality;
• To provide back-up support for more challenging customer queries where intervention at a higher level is required by the agent;
• To feedback to Manager: Client Contact Centre on any recurrent issues that passengers appear to be facing;
• Train new agents and re-train existing agents to ensure that the product and procedure knowledge is always fresh and accurate. 

 REQUIREMENTS:

• Grade 12 Certificate or equivalent;
• Internal training on policies, Zendesk, Phone systems, Radix system and PayU;
•  At least 5 year’s call center experience.
• Proficient in the use of Microsoft Office (Word, Excel and Outlook);
• Willingness to work overtime when required.

PERSONAL ATTRIBUTES:

• Punctual;
• Excellent understanding or experience of delivering great customer service to a customer;
• High degree of patience and assertiveness;
• Conflict resolution skills;
• Immaculate time keeping;
• Trustworthy, professional and reliable, including dealing with confidential information;
• The ability to work well under pressure;
• Practice good time management and willingness to work longer than normal office hours;
• Remains focused in order to handle objections;
• Customer focused and service orientated.