CapitaSA has an exciting opportunity for Customer Service Advisors to join an Aviation/Airline brand, which is due to go live shortly.

As a member of this team you will be delivering exceptional customer experience, connecting with people from all walks of life, which is what makes all the difference to our world class business.
Connecting with our customers, you will talk and listen calmly, knowing just the right questions; to ask and obtain relevant information whilst processing their queries and delivering an exceptional customer experience.

To excel in this exciting, diverse environment, you will need a real passion for sales, travel and
holidays.

Key Competencies:
•Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer service excellence
•Promote the client’s products and enhance customer experience and loyalty
•Deliver accurate information on products and services to ensure consistency across the organisation and provide a reliable and trustworthy customer service
•Identify and understand customer needs in order to provide a consistently high-quality service
•Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely manner
•Increase customer retention, loyalty and build a credible reputation
•Run customer related information systems to the required standard maintaining accurate and secure records
•Comprehend and adhere to the company and department standards, policies and procedures

CAPITA VALUES
Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others

Minimum Requirements:

Required Qualification: Matric (Completed)
Minimum Experience:

• Minimum 12 months Call Centre Customer service experience
• Ability to speak, read and write fluently in English
• Previous experience of dealing with customers via telephone
• Previous experience within Airline Customer Service advantageous
• Proficient PC literacy skills
• Basic Excel skills

Operational Requirements:
• Clear Criminal Record
• Clear ITC
• Shift oriented/ willing to work on a rotational shift environment

Key Competencies:
Knowledge (what must I know):

• Knowledge of Contact Centre processes, methodologies, systems and technologies
• Customer Service

Skills and Abilities (what must I be able to do / display):

• Analytical and Judgment Skills
• Multi-Tasking Ability
• Technology Comfort and Know-How
• Focus and Ability to Complete Tasks
• Demonstrated ability to achieve contact centre goals
• Demonstrate self-motivation and results-orientation
• Customer liaison skills to establish rapport
• Ability to proactively explore customer needs and concerns
• Ability to develop and maintain existing relationships
• Demonstrated ability to achieve contact centre goals

Management/Supervisory Responsibility:
This position does not have a supervisory responsibility.

IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Shortlisted candidates will be subject to clear vetting checks. (ITC/Criminal/Educational).
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.
Please submit your most updated CV including all employment history to date.
Please include the name of the vacancy you are applying for in the subject line of your email