Call Centre Agent Job Opportunities at FlySafair

FlySafair, operating under Safair Operations and headquartered in Bonaero Park, has officially opened its doors to experienced call centre professionals for the position of Call Centre Agent. With six (6) permanent roles available in the Sales & Distribution department, the airline aims to reinforce its customer service capabilities amid increasing operational demands. The closing date for applications is 9 July 2025.

A Strategic Role in FlySafair’s Customer Service Framework

The successful candidates will integrate into FlySafair’s close-knit Call Centre team, reporting directly to the Call Centre Team Leader. Their principal mission: to serve as the frontline voice of FlySafair and nurture lasting relationships with its customers. As the airline navigates the complex rhythms of flight schedules, disruptions, and passenger inquiries, these agents will play a vital role in maintaining brand loyalty and service excellence.

Core Responsibilities of the Call Centre Agent

Call Centre Agents at FlySafair will:

• Receive incoming calls from customers and passengers, acting as both a sounding board and problem-solver.
• Address service disruptions, such as flight delays or cancellations, offering clarity and reassurance.
• Guide customers through procedures, explain policies, and assist with bookings, changes, re-accommodations, and refunds.
• Operate seamlessly as part of a team, working flexible shifts, including occasional longer hours, weekends, and public holidays.
• Manage sensitive personal and booking information with discretion and professionalism.
• Communicate efficiently, both verbally and in writing, to ensure comprehension and foster trust.

Execution of these tasks demands both empathy and efficiency, particularly when addressing customer concerns during emotionally charged situations.

Requirements: Qualifications, Experience, and Skills

To excel in this position, candidates should offer:

• A Grade 12 certificate or equivalent—a minimum education requirement.
• One to four years of experience in a call centre environment, preferably within aviation or related service industries.
• A travel qualification or equivalent would be an advantage, though not essential.
• Fluency in English, including verbal, reading, and writing proficiency.
• Strong computer literacy, with the ability to manage multiple systems simultaneously.
• Excellent telephone etiquette, maintaining professionalism even under pressure.
• A clean criminal and credit record, as the role involves handling confidential information.
• Reliable transport, which would be advantageous for commuting to Bonaero Park.
• Availability to work flexible hours, including weekends and public holidays, reflecting the airline’s operational demands.

Essential Personal Attributes and Soft Skills

FlySafair emphasises not just technical capability, but also a set of personal qualities critical to success in customer-facing roles:

• Punctuality: Being on time consistently is non-negotiable in a shift-based environment.
• Customer‑centric attitude: A genuine desire to deliver great service, even in challenging situations.
• Patience and assertiveness: The capacity to de-escalate tense interactions and drive resolution.
• Conflict resolution: Skilled in listening, empathising, and negotiating outcomes that satisfy both customer and company.
• Immaculate time‑keeping: Ensuring punctuality and productivity across a full shift.
• Trustworthiness and discretion: Able to handle personal information with utmost professionalism.
• Calm under pressure: Thrives amid busy periods, such as during flight disruptions.
• Time‑management: Manages a queue of tasks effectively, even when working longer shifts.
• Objection handling: Remains composed and focused when customers push back or express frustration.

These attributes combine to form the profile of a FlySafair Call Centre Agent—someone who not only performs well under pressure but also upholds the airline’s reputation for dependable service.

Shift Patterns and Flexibility Required

FlySafair’s call centre operates on a rotating schedule, and agents must be open to multiple shift slots, including:

• 07:00 – 16:00
• 08:00 – 17:00
• 09:00 – 18:00
• 10:00 – 19:00

The role necessitates availability on weekends and public holidays, demanding adaptability and readiness to support customer needs at all times.

How to Apply

Interested candidates should note:

• Email applications will not be accepted.
• Organisations representing under-represented designated groups are encouraged, as preference will be given to these applicants.
• If no feedback is received within two weeks of the closing date (9 July 2025), applications will be considered unsuccessful.
• FlySafair reserves the right not to proceed with the vacancy or to appoint based on operational needs.

Apply Here

Applicants are advised to prepare for a structured, in-person application process, in line with standard FlySafair recruitment procedures. Given the requirement for discretion and confidentiality, only those committed to a high standard of professionalism need apply.

Why This Role Matters

In an increasingly competitive aviation landscape, customer experience remains a key differentiator. FlySafair’s Call Centre Agents will be instrumental in:

• Protecting brand integrity during delays, cancellations, and high-volume travel periods.
• Converting inquiries into sales, by navigating bookings and upselling services when appropriate.
• Bolstering customer satisfaction and loyalty through knowledgeable, empathetic interactions.
• Reducing operational pressure on ground staff by resolving issues telephonically, before passengers arrive at the airport.

As the airline continues to grow, these agents will function as a vital buffer, smoothing rough travel experiences and strengthening passengers’ trust.

Check also: Sales Representative Job Opportunities at Hire Resolve – Apply Now

For those seeking a stable position in the aviation sector, offering valuable experience and passenger engagement, this role offers a strong platform—supported by market-related remuneration and a supportive team environment.

Candidates are encouraged to act quickly and align their resumes to highlight both their call centre and customer‑service experience, emphasizing their availability for the required shifts. With focus, determination, and readiness to thrive in a dynamic environment, they could soon be shaping passenger experiences for FlySafair.