Assistant Manager: Client Contact Centre

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Job TypeFull Time

FlySafair requires the services of Assistant Manager: Client Contact Centre that will report to the Manager: Customer Care Centre and be based at Kempton Park.
To assist with the management and support of the Team leaders, Social Media Consultants and Agents, which includes monitoring and correcting both quality and quantity of work;

Ensure that teams are trained and equipped to deliver high levels of service;
Work with team leaders on quality control;
Assist with Roster and Schedule Planning;
Reporting on performance and KPIs;


Reports: to assist with the compilation of basic Call Centre reports;
Ensure that Contact Centre teams are well trained and deliver the best level of service;
Ensure that service level agreement turnaround times are met;
Ensure that work is of an optimum quality;
To feedback to Manager: Customer Care Centre on any recurrent issues that passengers appear to be facing so that these issues may be addressed and corrected at the root cause;
To Manage individual customer relations cases, particularly those escalated out of the Contact Centre environment and to resolve these, quickly, fairly and efficiently;
To manage the Refund Request Procedure, by checking the validity of the request, the supporting documentation (where necessary), the Financial aspect, before sign off;
To relieve the Manager: Customer Care Centre when needed;
Weekly Reports;
Customer Relations cases to be resolved with 24 hours, notwithstanding extenuating circumstances, in which case daily updates to customer are required;
High pressure environment requiring “always on” performance of team;
Needs to closely supervise the Contact Centre and keep an eye on out stations;
Will be in daily contact with Manager: Customer Care Centre

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Job id : , #75708, 62 views,