Apply for Customer Service Agent at South African Airways- Only Matric Results Needed

Apply for Customer Service Agent at South African Airways- Only Matric Results Needed

Job Purpose

The incumbent is responsible to provide an excellent quality service to customers in respect of passenger handling services.The incumbent will perform a wide variety of duties at departures, boarding gates, arrivals, baggage; including the verification of travel documents and assisting special need passengers and premium passengers within the airport environment.

Principal Accountabilities

1. Demonstrates an understanding of the departmental strategy and plan relevant to own work outputs
2. Implements department strategy within own area of responsibility
3. Provides recommendations to support the implementation of the departmental strategy and plan
4. Contributes to the budget management and containment of costs
5. Applies cost saving initiatives continuously
6. Provides recommendations on profitability
7. Correct charging of excess baggage
8. Contribute towards cost reduction by performing role efficiently and identifying opportunities for improvement
9. Utilises resources in area of responsibility/ own area of work in a time and cost-effective manner
10. Utilises technology to enhance internal and external customer expectations
11. Executes work outputs according to customer requirements
12. Adheres to Governance and Risk Management policies, processes and systems
13. Delivers on regular, irregular and timeous reporting of information to key stakeholders
14. Participates in continuous optimisation programmes, projects and initiatives
15. Promote Airline’s customer service principles through upholding a high standard of professionalism, efficiency, consistency and personalisation when dealing with customers
16. Assist unaccompanied minors, elders and disabled passengers to ensure that their special needs are addressed accordingly
17. Assist in dealing with any problems such as keeping passengers informed of any delays, disruptions and denied boarding
18. Provide general information to customers and travel agentsAssist passengers as needed through arrival and check-in processes
19. Assist customers with general enquiries or directions as requiredInteract with customer throughout the transaction to alleviate fear and build trust
20. Perform any duties assigned by superiors in line with company objectives
21. Check baggage, monitor carry-on baggage for size and quantity, and assign seats
22. Inspect and verify passenger documentation, ensuring that passengers have the correct documentation for travel
23. Perform all duties pertaining to passenger and baggage check-in, boarding of flights and charging excess baggage charges based on piece concept
24. Liaise with various work groups to resolve any challenges
25. Work on special projects if required
26. Meet and assist passengers on arrival
27. Provide information on arrival and departure times, boarding procedures, carry-on regulations, and seat assignments
28. Handle denied boarding situations by soliciting volunteers and communicating situation effectively to involuntary denied boarding customers
29. Direct customers and provide clear and concise information regarding flight delays, cancellations, denied boarding situations
30. Manage queues and self-service check-in
31. Ensure proper control of on-board hand baggage at check in and at boarding gates
32. Assist and ensure the correct handling of mishandled baggage, pilfered and damaged baggage
33. Keep detailed report regarding mishandled and damaged baggage
34. Ensure the highest level of passenger safety and care in all aspects of duty
35. Comply with service standards and standard operating procedures to ensure passengers are handled in a friendly and efficient manner at all times
36. Make public announcements as required
37. Produce all required, work-related documentation
38. Ensure compliance with CAA, Airline and airport regulations
39. Ensure all regulatory training is current
40. Ensure baggage reconciliation is done for each flight and updating statistical data
41. Clearing of all stock at check in counters and boarding gates after duties
42. Demonstrates an understanding of company policies and processes relevant to people management
43. Adheres to people processes and plans to deliver on organisational objectives
44. Participates in development initiatives to maximise own and department’s productivity
45. Embraces change initiatives in line with the vision and strategic direction of the Airline
46. Demonstrates willingness to enhance own skills and share same with immediate team members
47. Lives and role models the Airline’s values
48. Contribute towards department capacity to enable achievement of department objectivesIdentify opportunities for improvement within sphere of control
49. Contribute to talent development (self) through acknowledged learning experiences, courses, reading and researching

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Qualifications & Experience

1. Grade 12 (Matric) or equivalent at NQF level 4A 3-year diploma in a Travel and Tourism or relevant field will be an advantage
2. Experience derived from customer service environment will be an advantagePassenger Handling and Amadeus CM essential

Knowledge and Skills

1. Customer Service standards
2. Passenger Handling
3. Amadeus Altea Customer Management (CM)
4. Dangerous Goods Handling
5. Baggage Management SystemWorld Tracer System
6. Baggage Reconciliation System (BRS)

Star Alliance Requirements

1. Verification of Travel Documents
2. Amadeus Auto Document Check (ADC)
3. Passenger Disruption Handling (IRROPs)
4. Safety Management System (SMS)
5. Station Emergency Response Plan (SERP)
6. Excellent communication (verbal and written) skills
7. Moderate to high computer proficiency
8. Problem solving skills
9. Effective time management
10. Information processing skills

Attributes

1. Technical Expertise
2. Stakeholder Relationships
3. Flexibility and Adaptability
4. Drives Results
5. Organisational Awareness
6. Ethics and Integrity
7. Collaboration

Additional Information

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.

VISIT OFFICIAL WEBSITE TO APPLY

CLOSING DATE: 07 February 2025