Customer Care Consultant - Bonaero Park at FlySafair

RESPONSIBILITIES:

• Manage the daily communications and interactions on our social media, email, web widget and chat channels;
• Ensure that all posts are followed up with 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 being addressed;
• Pre-agreed turn-around times on queries will need to be met to ensure timeous recovery of client experience.

REQUIREMENTS:

• Matric;
• Preferably some sort of training in the customer relations call centre type environment;
• Travel qualifications advantageous;
• Should have basic computer skills. Internal training on policies, Zendesk, Phone systems, Radix system and PayU (if required);  Some customer relations experience preferential – especially social media management.

PERSONAL ATTRIBUTES:

• An energetic “Can Do” Attitude. Must be a Gladiator – ready to take on any challenge to fix any problem and make this airline the best in the world;
• Must have a caring and compassionate approach to looking after customers and working well with colleagues;
• Must be a self-starter – someone who can be left alone to achieve greatness;
• Excellent writing skills. Excellent understanding of social environments and metrics. Great organizational skills.