**Role Purpose** To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity
**Experience Required**
**Essential:**
* 1 years experience in the travel, tourism or customer service industry
**Preferred:**
* 12 – 24 months relevant working experience in a similar role, within a multi-channel (Voice, Correspondence and Email) customer service /contact centre environment
* Prior customer service and/or sales experience
**Job-Related Knowledge, Competencies & Skills Required**
**Essential:**
* Credit / Criminal Clear
* High proficiency in verbal & written English and/or another South African Language
* Sound interpersonal skills
* Email etiquette
* Proficiency in the following Microsoft packages (Word, Excel & Outlook)
* GDS training system, preferably Amadeus, Sabre & Galileo
* Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
* Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
* High attention to detail and accuracy
* Target driven
* The ability to:
o Prioritise and manage work flow
o Analyse, validate and interpret information
o Resolve conflict situations amicably
o Findd effective solutions for customers (i.e. businesses)
o Effective problem solving and decision-making skills
o Multi-task and cope with high work volumes
o Team player and be able to work in an open-plan environment
o Work under pressure to meet performance KPIs and client service level agreements
o Effective negotiation and persuasion skills
o Effectively share knowledge and expertise with customers and staff
o Be agile and able to adapt to change in a fast-paced environment
**Preferred:**
* South African Citizen
**Qualifications Required**
**Essential:**
* Matric/Grade 12 Certificate with the minimum of a C aggregate in English and a D aggregate in Maths
* Travel and Tourism course/ diploma
**Preferred:**
* Knowledge or understanding of contact centre technology and methodologies
* Minimum 12 months customer facing experience
* Computer literacy in order to operate customer related information systems
* Effective customer relationship and communication skills
* Excellent verbal and written communication skills
* GDS certification (Sabre, Galileo, Amadeus, etc…)
**Behavioral Traits Required:**
* Self-motivated
* Proactive
* The ability to:
o learn, understand and master new information and multiple processes quickly
o deal with complexity
o negotiate and influence
o attention to details
o take ownership and deliver results
o work under pressure
* A professional approach
* A strong customer-service orientation
* Effective emotional intelligence (EQ)
* Highly organized
* Excellent problem solver
* Team player
* Flexible
