Call Centre Team Leader

Location: Gauteng, Kempton Park

Safair Operations, operating as FlySafair, has a vacancy for a Call Centre Team Leaderat our head office in Bonaero Park. 
The successful applicant will report to the Assistant Manager: Client Contact Centre.

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.

APPLICATION GUIDELINE:
·      Suitable qualified candidates are invited to complete the prescribed form, available on our website: Apply here
·      No external email applications will be accepted. 
·      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 it’s operational requirements.
·      Reference number – JHB000773

Preference will be given to members of under-represented designated groups.

Click here to apply

All the best with your applications