South African Airways (SAA) invites suitably qualified candidates to apply for the position of Customer Service Agent to be based in Cape Town and Kempton Park.
Position: Customer Service Agent
Location: Cape Town and Kempton Park
Closing date: 07 March 2024
Job Purpose
The Customer Services Agent – Lounges are there to deliver a world class service offering to Premium passengers accessing the lounges at the airports.
The incumbent should be knowledgeable with regards to Voyager, Star Alliance and Financial Partners policies and procedures in order to provide relevant responses.
Principal Accountabilities:
•Demonstrates an understanding of the departmental strategy and plan relevant to own work outputs
•Provides recommendations to support the implementation of the departmental strategy and plan
•Contributes to the budget management and containment of costs
•Applies cost saving initiatives continuously
•Provides recommendations on profitability
•Correct charging of access to the lounge for paying customers
•Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
•Utilises resources in area of responsibility/ own area of work in a time and cost-effective manner
•Executes work outputs according to customer requirements
•Adheres to Governance and Risk Management policies, processes and systems
•Delivers on regular, irregular and timeous reporting of information when requested
•Participates in continuous optimisation programmes, projects and initiatives
•Promote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
•Assist Premium class unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
•Greet passenger as they enter the lounge and use their surname immediately after receiving their boarding pass
•Advise them about all lounge facilities offerings
•Supervise service providers overseeing catering, cleaning and maintenance operations, so that service standards are met and maintained
•Perform all duties pertaining to lounge services and any other duties assigned by management
•Liaise with various work groups to resolve any challenges
•Work on special projects if required
•Proper co-ordination during flight delays, cancellations and denied boarding situations
•Ensure the highest level of passenger safety and care in all aspects of duty
•Comply with service standards and standard operating procedures to ensure passengers are handled in a most friendly and efficient manner at all times
•Make public announcements as required only during irregular operations (IRROPs)
•Produce all required, work-related reports
•Ensure compliance with CAA, Airline and Airport Regulations
Qualifications & Experience:
•Grade 12 (Matric) at NQF level 4
•A 3-year diploma in relevant field will be an advantage
•At least 1-2 years’ experience derived from customer service environment
Knowledge and Skills:
•Customer Service standards
•Passenger Handling
•Amadeus Altea Customer Management (CM)
•Star Alliance Requirements
•Passenger Disruption Handling (IRROPs)
•Safety Management System (SMS)
•Station Emergency Response
•Voyager and Reservations
•Knowledge of the Lounge Policies and Procedures
•World Tracer
•Health and Safety awareness (first aid/evacuation/pandemic)
•Excellent communication (verbal and written) skills
•Moderate to high computer proficiency
•Effective time management
•Information processing skills
•Resource utilization skills
•Business and telephone etiquette skills
•Stress handling skills
•Handling lounge traffic skills
•Conflict handling skills
Attributes:
•Effective communication
•Technical expertise
•Stakeholder relationships
•Flexibility and adaptability
•Drives results
•Organisational awareness
•Ethics and integrity
•Collaboration
•Ability to work under extreme pressure while upholding professional customer standard
•Fluency in English
Additional Information
Please note: Position based in Cape Town. Applicant will bear their own cost with regards to relocation and transfer if not based in Cape Town.
SAA will make use of an internal employee referral programme for all permanent vacancies advertised externally on the E-recruitment site. The normal advert and application process will still apply alongside the programme. Terms and conditions as published on MySAA apply.
SAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.
PLEASE NOTE:
The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes.
A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.
This applies to all internal and external applicants.
POLICY
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.
Closing date: 07 March 2024