FlySafair Assistant Manager: Client Contact Centre - Kempton Park Jobs in South Africa

FlySafair Assistant Manager: Client Contact Centre - Kempton Park Jobs in South Africa

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 not with standing 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);

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.

How to Apply

For more information and job application details, see; FlySafair Assistant Manager: Client Contact Centre - Kempton Park Jobs in South Africa

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