Job Opportunities at FlySafair

Description

• Ensure that systems are working efficiently;
• Delegate duties based on operational demands. Monitor productivity and drive Agents to achieve daily targets;
• Update Agents on SLA terms, SOPs and policies and monitor compliance;
• Coach and support Agents to ensure delivery is in line with service standards;
• Address quality control issues raised;
• Compile monthly reports and stats;
• Monitor attendance and punctuality;
• Address disciplinary issues in line with company policies;
• Resolve escalated customer queries and concerns;
• Identify customer needs, clarify information, research/ investigate as needed and provide solutions and or alternatives;
• Capture details of comments, inquiries, complaints, and actions taken in line with SOPs;
• Update existing customer information when required;
• Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service;
• Seize opportunities to upsell products when they arise;
• Maintain customer confidentiality;
• Maintain knowledge of services and products and identify opportunities to improve customer service skills;
• Maintain knowledge of industry trends and happenings and ensure adherence to industry standards;
• Conduct quality assessments on calls and written communications;
• Provide constructive feedback to Agents and support them with closing development gaps;
• Provide feedback to the management team on assessment outcomes;
• Encourage, promote, and embody a spirit of teamwork;
• Assess and optimise the performance of direct reports;
• Provide specialised insights to direct reports.
• Guide, support and develop direct reports.

Requirements

• Sound knowledge of MS Excel, MS word and MS Outlook;
• Knowledge of all aspects of FlySafair's service, all standard operating procedures as well as terms and conditions;
• Excellent understanding of delivering great customer service; 
• Knowledge of all call centre systems; 
• Conflict resolution skills;
• Excellent communication skills (written and verbal); 
• Problem solving and decision-making skills;
• Excellent phone etiquette;
• The ability to work well under pressure; 
• Rapport building and interpersonal skills; 
• Attention to detail; 
• Ability to multi-task and prioritise in a highly deadline-driven environment; 
• People Management skills. 

Personal Attributes:

• High degree of patience and assertiveness;
• Trustworthy, professional and reliable; 
• Customer-focused and service-orientated Team orientated; 
• Goal orientated; 
• Adaptable and flexible; 
• Immaculate timekeeping. 

Deadline:6th February,2026

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Description

• Respond to and resolve service desk tickets in line with SLA targets;
• Troubleshoot application errors, performance issues, and user problems;
• Escalate unresolved or complex incidents to the Senior Analyst or Supervisor;
• Perform routine system checks, monitoring, and preventative maintenance;
• Conduct initial analysis of incidents to identify root causes;
• Document issue resolutions and maintain accurate records in the ticketing system; 
• Provide clear and professional communication to end-users regarding system incidents, updates, and resolutions; 
• Offer guidance to users on correct system usage and basic troubleshooting steps;
• Escalate recurring user concerns and highlight training needs to the Supervisor; 
• Provide onsite support for project upgrades and rollouts;
• Support testing activities on upgrades and projects where applicable; 
• Work closely with Senior Analysts, Supervisors, and vendors to resolve escalations;
• Support handover activities from project teams into operations, including testing and documentation;
• Participate in team stand-ups and contribute to continuous improvement initiatives; 
• Basic understanding of service desk practices and SLA management. 

Requirements

• Grade 12 or Equivalent (Essential);
• Diploma or Certificate in IT, Computer Science, or related field (Advantageous); 
• 1 years’ experience in IT or System Support environment (Essential);
• Experience on Support Desk (Essential);
• Willing to work overtime where required;
• Standby duties are required. 

Personal Attributes: 

• Professional;
• Integrity;
• Reliable and dependable;
• Collaborative team player with a proactive mindset. 

Deadline:6th February,2026