FlySafair is Hiring! Social Media Customer Care Consultant Position Open

Are you passionate about customer service and social media engagement? FlySafair, a leader in South Africa’s aviation industry, is seeking a Customer Care Consultant (Social Media) to join its team at the Head Office in Johannesburg. This position offers an exciting opportunity to interact with customers, address queries, and enhance the airline’s online presence.

Key Responsibilities:

As a Customer Care Consultant (Social Media), you will be responsible for monitoring social media platforms, engaging with customers, and ensuring timely and professional responses. Your duties will include:

• Social Media Monitoring & Response: Engaging with customers on various social media platforms, addressing queries, and resolving concerns.
• Customer Issue Resolution: Investigating customer complaints, identifying suitable solutions, and escalating complex issues when necessary.
• Content Curation: Managing and updating the help section of FlySafair’s website to provide easy access to important information.
• Service Level Adherence: Ensuring customer queries are resolved within a predetermined service level agreement (SLA).
• Conflict Resolution: Handling customer concerns with professionalism to maintain positive relationships and enhance customer satisfaction.
• Customer Feedback Reporting: Identifying common issues faced by customers and recommending improvements to enhance the overall customer experience.
• Confidentiality & Professionalism: Maintaining customer privacy while delivering exceptional customer service.

Minimum Requirements:

To qualify for this role, applicants must meet the following criteria:

• Grade 12 (Matric) or equivalent qualification (Essential).
• Tertiary qualification in Communications, Digital Marketing, or a related field (Advantageous).
• 3 – 5 years of social media experience OR 2 – 5 years of call centre experience with social media exposure in a mid-size organisation (Essential).
• No criminal or credit record.
• Flexibility to work shifts, weekends, and public holidays.
• Own transport (Advantageous).
• Strong written and verbal communication skills in English.
• Ability to multi-task and manage priorities effectively in a fast-paced environment.

Desired Personal Attributes:

FlySafair is looking for a candidate who is:

✔ Patient and assertive
✔ Trustworthy, professional, and reliable
✔ Customer-focused and service-driven
✔ Team-oriented and adaptable
✔ Detail-oriented with excellent time management skills

Application Process & Deadline:

• Closing Date: 24 February 2025
• Email applications will NOT be accepted.
• Preference will be given to candidates from designated under-represented groups.
• If no response is received within two (2) weeks of the closing date, consider your application unsuccessful.
• FlySafair reserves the right not to proceed with this vacancy if deemed necessary.

Take Off with FlySafair – Apply Today!

This is a fantastic opportunity to become part of South Africa’s leading airline customer service team. If you thrive in customer engagement and have a passion for delivering exceptional service through social media, this role is perfect for you. Apply now and help shape the online customer experience at FlySafair!