Customer Support Agent x3

We have 3x vacancies for Customer Support Agents on a contract basis until 30 April 2027.

About the Opportunity

As a Customer Support Agent, you will play a key role in delivering world-class customer service by attending to queries, proactively problem-solving, and providing appropriate and timely solutions, ensuring high levels of customer satisfaction and brand loyalty. You will be based in  Cape Town and will report to the Customer Support Team Leader. 

Key Responsibilities 

• Take full ownership of resolving customer queries, ensuring they are responded to promptly and resolved appropriately through effective problem-solving and identification of appropriate solutions, escalating to the Customer Support Team Leader where necessary. 
• Proactively collaborate internally with cross-functional teams to resolve customer queries, following up until the matter is resolved satisfactorily and raising concerns to the  Customer Support Team Leader where necessary. 
• Ensure quality responses to all customer queries with a key focus on grammar, tone,  spelling, and accuracy of information, providing relevant and valuable information to ensure the highest level of support at all times. 
• Complete all assigned tasks effectively and efficiently and to the required quality standards in line with company policies, procedures, and turnaround times.
• Identify opportunities for improvement and recommend solutions for optimisation and continual improvement of customer service delivery, ensuring operational excellence at all times.  
• Ad hoc responsibilities and projects to ensure the effective and smooth operation of the department. 

Key Requirements 

Qualifications 

• Grade 12 (Essential). 
• Tertiary qualification in travel and tourism or similar (Desirable). 
• Experience  
• Track record of delivering exceptional levels of customer service (Essential).
• Experience in the aviation industry (Essential). 
• Experience working on a CRM platform such as Freshworks, Zendesk, Microsoft CRM  or similar (Desirable). 
• Experience working on a GDS or GDS-related system with knowledge of fares and ticketing. 
• Knowledge of company policies, procedures and aviation regulations.

Skills

• Strong computer skills with a working knowledge of Google Suite. 
• Excellent English communication skills, both verbal and written. 
• Accuracy and attention to detail. 
• Active listening skills. 
• Ability to initiate action, take ownership, and complete tasks in line with the attainment of company objectives.  
• Ability to articulate written and verbal information in a way that is concise and easy to comprehend. 
• Ability to build mutually beneficial relationships based on trust with the ability to collaborate with others at all levels. 
• Ability to resolve conflict in a way that minimises the negative aspects and maximises the positive aspects of conflict. 
• Ability to work through challenges and identify appropriate solutions through understanding the cause of the challenge and its implications, and by considering alternative solutions. 
• Ability to be agile and flexible, adapting to change positively. 
• Strong sense of integrity, discipline, and work ethic by establishing effective habits and practices that enable productivity and delivery within agreed timeframes.
• Ability to follow and comply with instructions and procedures. 
• Teamwork and collaboration. 

Other 

• Willingness to travel as required by the company. 
• Ability to work shifts as outlined below. 
• Access to a strong internet connection for shift work that is conducted at home. 
• Driver’s License (Essential) or alternative, reliable transport for when in-office work is required. 

Shifts 

You will be required to work early, day and late shifts, Monday to Friday, on a rotation basis,  including public holidays on a three-week rotation basis, as well as weekend shifts every four weeks.  

Monday - Friday shifts  

Early shift: 07h00 - 15h30  

Day shift: 08h00 - 16h30 

Late shift: 10h30 - 19h00

Weekend shifts 

Saturday and Sunday from 08:00 am until 16:30 or 08:30 until 17:00, with one day off in the week prior and one day off in the week after the weekend shift.  

Public Holidays 

Are scheduled on a one-on-one-off basis and are split into two shifts, with the first shift starting at 07h00 - 13h00 and the second shift from 13h00 -19h00. 

From time to time, there will be opportunities and requests made by the Team Leaders for extended working hours due to operational requirements. Overtime will be paid according to the  BCEA. 

Rosters are published up to 6 months in advance, but shifts and scheduled OFF days could change without much notice due to operational requirements. While every effort is made to avoid this scenario, it could be the case when there are no other alternatives. 

Location 

This position is based in Cape Town, and you will be required to work the early shifts from the office, which is based at 14 Kloof Street, Gardens. The day and late shifts may be worked from home, provided you have access to a strong and reliable internet connection. You will be provided with a UPS to assist in ensuring an uninterrupted connection during load shedding; however, it is your responsibility to ensure that you can connect and work during your shift,  which may require coming into the office / finding an alternative location, or being able to timeously relocate if a planned or unplanned power outage does not allow for a laptop battery to be charged.

Closing Date

The closing date for applications is 5pm Tuesday 27 October 2026.