Assistant Manager: Client Contact Centre
2022-08-04 - 2022-09-30
Permanent
JHB000592
Admin, Office & Support
Gauteng, Kempton Park
(Market related)
Safair Operations, operating as FlySafair has a vacancy for an Assistant Manager: Client Contact Centre at
our head office in Bonaero Park. The successful applicant will report to the Manager: Customer Care
Centre.
RESPONSIBILITIES:

- To assist with the management and support of the Team leaders,
Social Media Consultants and Agents, which includes monitoring
and correcting both quality and quantity of work;
- Ensure that teams are trained and equipped to deliver high levels
of service;
- Work with team leaders on quality control;
- Assist with Roster and Schedule Planning;
- Reporting on performance and KPIs;
- Reports: to assist with the compilation of basic Call Centre
reports;
- Ensure that Contact Centre teams are well trained and deliver the
best level of service;
- Ensure that service level agreement turnaround times are met;
- Ensure that work is of an optimum quality;
- To feedback to Manager: Customer Care Centre on any recurrent
issues that passengers appear to be facing so that these issues
may be addressed and corrected at the root cause;
- To Manage individual customer relations cases, particularly those
escalated out of the Contact Centre environment and to resolve
these, quickly, fairly and efficiently;
- To manage the Refund Request Procedure, by checking the
validity of the request, the supporting documentation (where
necessary), the Financial aspect, before sign off;
- To relieve the Manager: Customer Care Centre when needed;
- Weekly Reports;
- Customer Relations cases to be resolved with 24 hours,
notwithstanding extenuating circumstances, in which case daily
updates to customer are required;
- High pressure environment requiring “always on” performance of
team;
- Needs to closely supervise the Contact Centre and keep an eye on
out stations;
- Will be in daily contact with Manager: Customer Care Centre.

REQUIREMENTS:

- Grade 12;
- Preferable bachelor’s degree / business
diploma;
- Internal training on policies, Zendesk, Phone
systems, Radix system and PayU (if required);
- 3 years in leadership position;
- Call centre experience;
- Proficient in the use of Microsoft Office (Word,
Excel and Outlook);
- Valid Covid-19 vaccination card.

PERSONAL ATTRIBUTES:

- Strong leadership ability;
- Positive attitude and ability to be firm and fair,
but also motivating to team;
- Must have strategic oversight of business and be
able to contribute meaningfully to the strategic
direction of the airline;
- Strong reporting skills;
- Immaculate time keeping.

APPLICATION GUIDELINE:

- All external applicants, please apply via our
website: www.FlySafair.co.za;
- 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;
- Reference number- JHB000592.

Preference will be given to members of
designated groups that are underrepresented.
For more information please contact:
Ndileka Magula