Customer Service Agent (JHB)
Location: Johannesburg, Gauteng
Reference Number: JNB-csa
Work Level: Junior
Job Type: Permanent (Full-Time)
Closing Date: 16 March 2026
Elevate the Passenger Experience with FlySafair
Are you a customer-centric professional with a passion for the aviation industry? FlySafair, one of South Africa’s preferred low-cost airlines, is seeking a dedicated and detail-oriented Customer Service Agent to join our vibrant team in Johannesburg. If you thrive in a fast-paced environment and possess the conflict resolution skills to turn challenges into solutions, this is your opportunity to spread your wings.
As the first point of contact for our passengers, you will play a pivotal role in ensuring a seamless travel experience. From managing ticket sales to navigating flight disruptions with empathy and efficiency, your contribution will directly impact our reputation for reliable and friendly service.
Key Responsibilities: Your Role in Our Operations
In this dynamic role, you will be the bridge between FlySafair and our valued customers. Your day-to-day responsibilities will include:
· Passenger Sales & Support: Assisting passengers with ticket sales, managing new bookings, and processing flight changes. You will clearly explain complex rules, terms and conditions, and aviation regulations to ensure passengers are well-informed.
· Disruption Management: Acting as a calm and professional presence during irregular operations. You will assist customers affected by flight disruptions and/or cancellations, providing timely solutions and rebooking options to minimize inconvenience.
· Confidentiality & Complaints: Handling sensitive and confidential information with the utmost integrity. You will address customer complaints professionally and timeously, ensuring every issue is logged and resolved according to company standards.
· Operational Escalation: Working cohesively with the shift supervisor by escalating problematic issues that require higher-level intervention or approval.
· Service Excellence: Delivering professional customer service consistently, embodying the FlySafair brand values in every interaction, whether face-to-face, via email, or over the phone.
Minimum Requirements: What You Need to Succeed
To be considered for this role, you must meet the following essential criteria:
· Educational Background: Grade 12 / Matric (Essential).
· Industry Experience: Proven airport and ticket sales experience within the travel or aviation sector (Essential). Candidates without this specific background will not be considered.
· Technical Proficiency: Strong working knowledge of computers and the Microsoft Office Suite, specifically Word, Excel, and Outlook.
· Language Skills: Excellent written and verbal command of the English language is non-negotiable, coupled with proper phone etiquette.
· Work Schedule Flexibility: Willingness and ability to work on weekends, public holidays, flexible hours, and rotating shifts as required by the operational schedule.
Personal Attributes: The FlySafair Mindset
Beyond your CV, we are looking for a specific set of personal qualities that align with our company culture:
· Integrity & Trust: You must be trustworthy, professional, and reliable, especially when dealing with sensitive passenger data.
· Conflict Resolution: You possess a high degree of patience and assertiveness, allowing you to de-escalate tense situations and resolve conflicts effectively.
· Time Management: You practice immaculate time keeping and are punctual, understanding that in aviation, timing is everything.
· Resilience: You have a proven ability to work well under pressure without compromising the quality of service.
· Customer Focus: You are naturally service-orientated and prioritise the needs of the customer while adhering to company policy.
Why Join FlySafair?
This is more than just a job; it’s a career in aviation. You will gain invaluable experience in the airline industry, working with a team of dedicated professionals. We offer a market-related salary and the stability of a permanent position in a growing company. You will be based in Johannesburg, the heart of South Africa’s travel industry.
Application Guidelines & Important Information
To ensure your application is processed correctly, please adhere to the following instructions:
· Submission Method: Please note, email applications will not be accepted. All applications must be submitted via the official career portal before the closing date.
· Employment Equity: In line with our Employment Equity plan, preference will be given to candidates from under-represented designated groups.
· Feedback Policy: Due to the high volume of applications we receive, only shortlisted candidates will be contacted. Should you not receive feedback within two (2) weeks of the closing date, please consider your application as unsuccessful.
FlySafair reserves the right:
· Not to proceed with this vacancy.
· To appoint selected candidates based on its operational requirements.
Ready to take off with us? Apply today and help us keep South Africa flying.
📢 Join Our WhatsApp Channel