Customer Service Agent
Company: FlySafair
Location: Johannesburg, Gauteng Province, South Africa
Department: Passenger Services
Job Type: Permanent
Positions Available: 1
Salary: Market Related
Reference Number: JNB-csa
Closing Date: 16 March 2026
Job Overview
Safair Operations, operating as FlySafair, is seeking a professional, customer-focused Customer Service Agent to join its Passenger Services team at the Lanseria International Airport base. This permanent position reports directly to the Duty Station Supervisor and plays a vital role in ensuring that passengers receive a smooth, efficient, and positive travel experience.
The successful candidate will be responsible for assisting passengers with ticket sales, bookings, flight changes, and general travel queries while ensuring that all airline rules, terms and conditions, and regulatory requirements are clearly communicated and correctly applied. This role requires a strong commitment to service excellence, attention to detail, and the ability to remain calm and professional in a fast-paced airport environment.
Purpose of the Role
The primary purpose of the Customer Service Agent role is to deliver consistent, professional, and high-quality customer service to FlySafair passengers. The role supports operational efficiency and customer satisfaction by providing accurate information, handling passenger interactions with care, and assisting during flight disruptions or schedule changes.
Key Duties and Responsibilities
Passenger Assistance and Ticketing
- Assist passengers with ticket sales, reservations, and flight changes in accordance with company procedures
- Clearly explain fare rules, terms and conditions, airline policies, and applicable regulations
- Provide accurate information regarding flight schedules, boarding procedures, and general travel requirements
Customer Support During Disruptions
- Support passengers during flight delays, disruptions, or cancellations
- Provide clear, timely, and professional communication to customers during operational challenges
- Ensure passengers are assisted in line with company policies and service standards
Customer Service and Complaint Handling
- Address customer queries, concerns, and complaints in a professional, courteous, and timeous manner
- Handle sensitive or confidential information responsibly and in accordance with company policies
- Escalate complex or unresolved issues to the Supervisor on duty when required
Operational and Administrative Responsibilities
- Ensure accurate handling and safeguarding of documentation and confidential passenger information
- Maintain compliance with aviation regulations, internal procedures, and customer service standards
- Use computer systems and Microsoft Office tools to complete daily tasks and reports
Professional Conduct and Teamwork
- Provide professional customer service at all times, both in person and telephonically
- Work closely with team members and supervisors to support smooth airport operations
- Represent FlySafair in a professional manner consistent with company values
Minimum Job Requirements
Candidates applying for this role must meet the following essential requirements:
- Grade 12 or equivalent qualification (Essential)
- Airport and ticket sales experience (Essential)
- Willingness and ability to work weekends, public holidays, flexible hours, and shifts as operationally required
- Good working knowledge of computer systems and Microsoft Office, including Word, Excel, and Outlook
- Excellent understanding of delivering high-quality customer service
- Strong written and verbal English language skills, including professional phone etiquette
- Demonstrated conflict resolution skills
Personal Attributes and Competencies
The ideal candidate will demonstrate the following personal qualities:
- Excellent written and verbal communication skills
- Professional phone manner and customer interaction skills
- Punctual, reliable, and committed to immaculate timekeeping
- High levels of patience, assertiveness, and professionalism
- Trustworthy and able to handle confidential information responsibly
- Ability to work effectively under pressure in a fast-paced environment
- Strong time management and organisational skills
- Customer-focused mindset with a service-orientated approach
- Ability to manage and resolve conflict calmly and constructively
Employment Equity
FlySafair supports employment equity and diversity. Preference will be given to candidates from under-represented designated groups, in line with the company’s employment equity objectives.
Application Guidelines
- Email applications will not be accepted
- Applicants who do not receive feedback within two (2) weeks from the closing date should consider their application unsuccessful
Company Rights and Disclaimer
FlySafair reserves the right to:
- Not proceed with this vacancy
- Appoint candidates based on its operational requirements
Why Join FlySafair?
FlySafair is a well-established airline within the South African aviation industry, offering employees an opportunity to work in a professional, regulated, and customer-focused environment. This role provides valuable exposure to airport operations and passenger services while contributing to a reliable and efficient travel experience for customers.
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