Job Description

*Role Purpose
*
To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business and remaining committed to treating customers fairly

Qualifications Required

Essential
•Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Math's
•Minimum 2 years contact center experience
•GDS experience a min of 6 months

Preferred
•Travel and Tourism course/ diploma or related field

Experience Required

Essential
•Minimum 36 month customer service experience, 24 month of which in leadership / supervisory position.
•In depth knowledge or understanding of contact center technology and methodologies
•Neutral accent essential with excellent verbal and written English communication skills
•Confidence and creditability with the ability to articulate in a clear and concise manner
•*Computer literacy in order to operate customer related information systems

*
Preferred
•Working knowledge and GDS certification (Sabre, Galileo, Amadeus, etc.…)

Behavioral Traits Required

High degree of patience and assertiveness with excellent rapport-building skills
•Positively contribute and lead in team activities
•Takes pride in work, checking own for quality i.e.. Lead by example
•Maintains effective time management
•Have a positive attitude and the ability to influence and motivate others
•Effective emotional intelligence (EQ)
•Team player
•Flexible
•Self-Motivated*

*
Job-Related Knowledge, Competencies & Skills Required

Essential
•Management of high performing teams
•Credit / Criminal ClearConfidence and creditability
•Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues
•Impact and influencing skills
•Ability to prioritize deliverables and plan accordingly
•Embraces change whilst remaining productive and positive
•Manage the negativity of others
•Leadership and conflict resolution skills
•Knowledge / Experience of disciplinary procedures

Performance management skills
•Good decision-making and Organizational skills
•Ability to coach and motivate individuals
•Excellent written and communication skills
•Willingness to be approachable and help team members
•Ability to work well under pressure
•Exceptional team work skills
•Determination to achieve high standards
•Proficiency in the following Microsoft packages (Word, Excel & Outlook)
•Exceptional administrative skills with sound planning, organizing and time management skills
•Target driven
*

Preferred
•A good understanding of Airline / Travel Industry aims and objectives
•Knowledge or understanding of contact center technology and methodologies
•Understand good housekeeping for data protection and information security requirements