
- Full Time
- Cape Town, South Africa

South African Airways
South African Airways is excited to announce a vacancy for a Customer Service Agent in Cape Town. This position offers an exciting opportunity to provide exceptional service to passengers while working in a dynamic airport environment. The role requires dedication, excellent customer service skills, and the ability to handle various responsibilities related to passenger handling and assistance.
Job Purpose:
The primary responsibility of the Customer Service Agent is to ensure that passengers receive outstanding service throughout their airport experience. This involves managing a variety of duties, including assisting with passenger handling at departures and boarding gates, overseeing baggage processes, and verifying travel documents. The role also requires assisting passengers with special needs and premium passengers, ensuring that their journey is smooth and comfortable.
Key Responsibilities:
- Passenger Handling: Provide top-notch service by assisting passengers with their travel needs, including at the departure gates, boarding, and baggage handling areas.
- Document Verification: Verify travel documents to ensure compliance with regulations and safe boarding procedures.
- Passenger Assistance: Assist passengers with special needs and premium passengers, offering support and ensuring a seamless experience throughout their time at the airport.
- Baggage Management: Handle baggage operations, including the use of baggage reconciliation systems and managing lost or delayed baggage.
- Crisis Management: Effectively manage passenger disruptions, particularly during irregular operations (IRROPs), while adhering to the station’s emergency response protocols.
Qualifications and Requirements:
- Education: A Grade 12 (Matric) or an equivalent qualification at NQF Level 4 is essential.
- Additional Qualifications: A 3-year diploma in Travel and Tourism or a related field would be a significant advantage.
- Experience: Previous experience in customer service, particularly in the aviation industry, will be beneficial.
- Technical Skills: Proficiency in Passenger Handling and Amadeus CM is required. Familiarity with the Amadeus Altea Customer Management System and other related tools is highly desirable.
- Specialized Knowledge: Knowledge of Dangerous Goods Handling, Baggage Management, and the World Tracer System will be advantageous.
- Document and Passenger Verification: Expertise in verifying travel documents and using Amadeus Auto Document Check (ADC).
- Crisis Management: Ability to handle passenger disruptions, including understanding Passenger Disruption Handling (IRROPs) protocols.
Key Skills:
- Communication: Strong verbal and written communication skills to interact effectively with passengers and colleagues.
- Technical Proficiency: Moderate to high computer proficiency and the ability to use airport and airline systems efficiently.
- Problem-Solving: Quick thinking and problem-solving abilities to address passenger issues and operational challenges.
- Time Management: Effective time management skills to ensure that tasks are completed efficiently in a fast-paced environment.
- Attention to Detail: Strong information processing skills to ensure all passenger details and documents are accurate and up to date.
Deadline: 7 February 2025
If you are passionate about customer service and looking to be part of a prestigious airline, South African Airways offers the ideal platform to advance your career. Apply today to be considered for the Customer Service Agent position at Cape Town International Airport.
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#Aviation #Compliance #Customer Service #Documents #Education #Management