FlySafair Contact Centre Agents Vacancy 2026

Opportunity Overview

FlySafair, operating as Safair Operations, is inviting applications for the position of Contact Centre Agent. This role is based at their Head Office in Johannesburg and offers a chance to be a key point of contact for customers. Successful applicants will join the Contact Centre team, reporting directly to a Team Leader.

Minimum Requirements

• Grade 12 or equivalent.
• Minimum of 1 year's call centre experience.
• No criminal or credit record.
• Willingness to work shifts, on weekends, public holidays, and flexible hours.
• Willingness to work longer than normal office hours.

Key Responsibilities

• Handle and resolve customer complaints, requests, and queries such (e.g., bookings, delays, cancellations, lost property, system issues).
• Follow clear scripts, instructions, and guidelines to inform, investigate, resolve, and process high-volume customer enquiries.
• Process forms, orders, and applications requested by customers.
• Provide customers with FlySafair's service and product information.
• Explain processes to customers and guide them accordingly.
• Follow up with customers when required to ensure issues are resolved.
• Identify customer needs, clarify information, research/investigate, and provide solutions and/or alternatives.
• Escalate problematic queries to the correct level for prompt and effective resolution.
• Capture details of comments, inquiries, complaints, and actions taken in line with Standard Operating Procedures (SOPs).
• Update existing customer information.
• Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service.
• Exceed customer expectations by going above and beyond.
• Seize opportunities to upsell products when they arise.
• Maintain customer confidentiality.
• Maintain knowledge of services and products and identify opportunities to improve customer service.

What the Work Involves

As a Contact Centre Agent, you will be the first point of contact for FlySafair customers, handling a high volume of enquiries daily. Your tasks will involve resolving issues related to bookings, delays, cancellations, lost property, and system concerns, always following established guidelines and scripts. You will also be responsible for processing customer requests like forms and applications, providing detailed product and service information, and guiding customers through various processes.

The role requires diligent record-keeping, where you will capture details of all interactions, comments, and complaints, and update customer information as needed. You will work closely with customers through approved communication channels, aiming to exceed their expectations and ensure their issues are promptly and effectively resolved, escalating complex queries to your Team Leader when necessary. The working environment is based at the Head Office in Johannesburg, where adaptability to flexible hours, including shifts, weekends, and public holidays, is essential.

How to Apply

Applications must be submitted online through the official FlySafair recruitment portal.

• Visit the application portal: https://flysafair.mcidirecthire.com/External/Application?Ref=TEkBhDYErs0qhHgueWeCgt_yRI-cnPLR1MRk1RR6CpovtNnuiVlYCxkOUAzXEEVwGFkU_zW1gwmHmgFxrXtkRhlvrgoFlANdiEAyqVDpzSlPc7H2r246eZpMlwSOeGxIE6LCpbdZIZMjKm0Tg0mp4w
• Follow the instructions on the page to complete and submit your application.