- Valid SA ID or Valid Work Visa/Permit
- Fluent Dutch written and spoken
- Complaint resolution skills
- Experience in Inbound and outbound, Chat and Back-office call centre experience
- Experience in the travel, tourism, or customer service industry
- High proficiency in verbal & written communication and Sound interpersonal skills
- Proficiency in Microsoft (Word, Excel & Outlook) and Google platforms
- High attention to detail and accuracy
- Correspondence etiquette in email and back-office
- Exceptional administrative skills with sound planning, problem solving, organizing and time management skills, with sound follow-through after contact with customers
- Integrity and honesty in work completed in compliance with the company policies
- Customer focused with a passion for complaints handling
- Accountable whilst acting fairly and proportionately
- Professional, respectful, confident and resilient
- Extremely patient, empathetic and compassionate
- Culturally aware and sensitive to others
- Maintain composure under pressure/ difficult circumstances
- Be able to work weekends on rotation
- Able to work 8:30 to 17:30 and 9:30 to 18:30 (daylight savings)
- Knowledge of or interest in airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
- Provide telephonic customer support, handle multiple queries, and de-escalate complaints as well as general queries in a professional manner, in line with set standards
- Adhere to sound written communication principles and maintain customer service standards that promote a positive image of the Company
- Escalate complaints/enquiries/information to relevant operational level if required
- Ensure complaints/questions are answered/resolved in a reasonable timeframe, follow-up on customer enquiries and complaints, if applicable address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards
- Ensure all captured information is accurate and complete
- Report incidents according to set guidelines related to data breaches and requests, fraud, and attempted/confirmed scam attempts
- Maintain quality control principles and recommend process improvements
- Demonstrate active listening skills to ensure customer’s needs are understood
- Resolve customer problems by clarifying the customers complaints, determining the cause of problems, and explaining the best solution to the problem or seeking guidance on the best solution to the problem
- Respond promptly to customer inquiries by understanding the product and applying the appropriate process
- Maintain a positive, empathetic and professional attitude toward customers at all times
- Take ownership of complaints and working them through to completion
- Showing a higher attention to detail with escalations/complaints
- Collaborate with colleagues to achieve the best possible outcome for the customer whilst liaising with the Client & Suppliers.
- Demonstrate expert knowledge of the product to ensure maximum efficacy
- Resolve queries and display key independence and proactiveness in decision-making.
- Multi-task and cope with high work volumes
- Resolve conflict situations amicably whilst finding effective solutions for customers (i.e., businesses)
- Team player and be able to work in an open plan environment.
- Work under pressure to meet performance KPIs and client service level agreements.
- Effective negotiation and persuasion skills
- Effectively share knowledge and expertise with customers and staff
- Be agile and adapt to change in a fast-paced environment
- Ability to communicate at all levels.
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