Listing Reference: Customer Service Agent – JNB
Listing Status: Open
Company: FlySafair (Safair Operations)
Industry: Aviation / Airline Services
Job Category: Customer Service / Passenger Services
Location: O.R. Tambo International Airport, Johannesburg, South Africa
Contract Type: Permanent
Remuneration: Market Related
EE Position: Yes
Closing Date: 30 April 2025
Introduction
FlySafair, South Africa’s leading low-cost airline, is inviting applications for the position of Customer Service Agent at O.R. Tambo International Airport. This is an exciting opportunity for individuals with a passion for aviation and a commitment to outstanding customer service. The successful candidate will become part of a dynamic and growing team that strives to provide exceptional passenger support while ensuring compliance with industry standards.
As the airline continues to expand its footprint across South Africa and the continent, the need for skilled, enthusiastic, and service-driven professionals has never been more important. This position plays a critical role in maintaining FlySafair’s reputation as one of South Africa’s most trusted and customer-friendly carriers.
Job Description
The Customer Service Agent will form part of the Passenger Services Department and be stationed at the FlySafair base at O.R. Tambo International Airport. The selected individual will be responsible for providing front-line service to passengers, handling ticket sales, booking changes, disruptions, and delivering timely and courteous support to ensure a seamless travel experience.
Key responsibilities include:
- Assisting passengers with ticket sales, bookings, flight changes, and reissues
- Explaining rules, fare conditions, terms and airline procedures to passengers as required
- Managing customer expectations during flight disruptions or cancellations
- Protecting and handling confidential information responsibly
- Addressing passenger complaints and concerns in a professional and timely manner
- Escalating unresolved or complex issues to the Supervisor on duty
- Ensuring a high level of customer service and professionalism at all times
The role is shift-based and may include early mornings, late evenings, weekends, and public holidays in alignment with airport operational hours.
Ideal Candidate
FlySafair is seeking an individual who is passionate about service delivery, able to handle high-pressure situations calmly, and committed to providing an excellent experience to every customer.
Minimum requirements include:
- Grade 12 / Matric or equivalent qualification
- At least some experience in airport or ticket sales operations (advantageous)
- Good working knowledge of computers and Microsoft Office applications including Word, Excel, and Outlook
- Ability and willingness to work on weekends, public holidays, and rotational shifts
- Excellent command of the English language, both verbal and written
- Professional phone etiquette and customer-facing communication skills
- Conflict resolution abilities and a high degree of emotional intelligence
Role Responsibility
The Customer Service Agent will be expected to support FlySafair’s operational excellence by executing the following responsibilities with accuracy, professionalism, and customer focus:
- Conduct ticket sales and bookings using the internal reservations system
- Assist passengers with flight changes, name corrections, or cancellations
- Clearly explain applicable fare rules, restrictions, and penalties
- Support customers during delays or cancellations by providing solutions and rebooking options
- Respond to in-person, phone, or email queries and provide accurate, helpful information
- Handle boarding passes, baggage inquiries, and special assistance requests
- Escalate issues such as system errors or serious customer disputes to the Airport Supervisor
- Ensure that all customer interactions meet company policy and industry regulations
- Practice strict confidentiality when handling passenger data and payment details
- Maintain accurate records and log any incidents or operational notes for reference
Skills and Attributes
The ideal candidate will exhibit a range of interpersonal, technical, and behavioural attributes necessary for maintaining the highest levels of service and professionalism in a busy airport environment.
Essential skills and qualities include:
- Strong customer service orientation
- Excellent communication and interpersonal abilities
- Confidence in handling difficult or emotional customer situations
- Punctuality, discipline, and professional grooming
- High levels of reliability and trustworthiness when dealing with sensitive information
- Ability to remain calm under pressure and multi-task during busy periods
- Excellent time management and organisational skills
- Strong focus on accuracy and detail in documentation and communication
- Adaptability to change and openness to learning new systems and procedures
- Positive energy, patience, and assertiveness to deal with customer needs
Position Summary
The FlySafair Customer Service Agent position offers a permanent, full-time career opportunity in the aviation industry. Based at O.R. Tambo International Airport, the role provides exposure to dynamic airport operations and direct interaction with passengers from all walks of life.
Joining the FlySafair team means becoming part of one of South Africa’s fastest-growing airline brands, known for its reliability, affordability, and strong customer loyalty. This position is ideal for candidates seeking to grow in aviation and customer relations, supported by a culture of excellence and teamwork.
Successful candidates will benefit from:
- A stable, full-time permanent employment contract
- Competitive, market-related salary
- A dynamic and inclusive work environment
- On-the-job training and career growth potential
- Exposure to airline operations and aviation best practices
- The opportunity to be part of a reputable and customer-centric brand
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Application Instructions
Interested applicants should apply online via the official FlySafair careers portal. Email applications will not be accepted.
Applicants are advised to:
- Ensure their CV is updated and tailored for this position
- Highlight any airport or customer service experience in the application
- Provide valid contact information for communication
- Be prepared to attend interviews and assessments if shortlisted
Important Notes:
- Preference will be given to candidates from under-represented designated groups in accordance with FlySafair’s Employment Equity Plan
- If no feedback is received within two (2) weeks after the closing date, applicants may consider their application unsuccessful
- FlySafair reserves the right not to make an appointment or to appoint based on operational needs
Apply Here
FlySaFair Customer Service Agent Vacancy (Apply with Grade 12)