Customer Service Agent

Customer Service Agent – International Flights
Boomerang BPO, Cape Town, Western Cape, South Africa

Job Description:
Boomerang Marketing Solutions is looking for exceptional Customer Service Agents to join their dynamic team. If you have a passion for delivering excellent customer service, a strong understanding of the airline industry, and the ability to multitask in a fast-paced environment, this role is for you. The role is based in Cape Town and offers flexibility with rotational shifts, including evenings and weekends.

What You’ll Be Doing:
Customer Service Excellence: Provide high-quality service to clients in an omni-channel environment (phone, email, chat).
Industry Knowledge: Utilize your knowledge of airline procedures, GDS systems (e.g., Galileo), ticketing, and fare rules to assist customers efficiently.
Multi-Tasking: Handle multiple inquiries simultaneously, including booking inquiries, cancellations, ticket modifications, and general airline-related queries.
Problem Solving: Research and offer alternative solutions to customers, going the extra mile to ensure satisfaction.
Flexibility: Work in rotational shifts, including weekends and public holidays, as part of a 24/7 service operation.
Requirements:
Experience: Minimum of 6 months of experience in the airline/customer service industry.
GDS Experience: Mandatory experience with a Global Distribution System (Galileo or similar).
Ticketing & Fares Knowledge: Must be well-versed in airline ticketing, fare rules, and updates/voiding of fares.
Skills:

Exceptional verbal and written communication skills in English.
Ability to work in a fast-paced, demanding environment.
Strong problem-solving skills and a proactive, customer-centric attitude.
Ability to conduct research and offer solutions to customers’ inquiries.
Criminal Clearance: Required for all applicants.
Citizenship: Must be a South African Citizen.
Shift Flexibility: Ability to work rotational shifts (days, evenings, and nights) Monday through Sunday.
Benefits:
Flexi Shifts: Work in a flexible, 24/7 environment, accommodating different schedules (day, evening, and night shifts).
Dynamic Work Environment: Be part of an energetic, supportive, and fun workplace.
Employee-Centered Culture: Boomerang BPO promotes diversity and fosters a collaborative community that encourages growth and career development.
Seniority Level:
Entry-level

Employment Type:
Full-time

Job Function:
Other (Customer Service)

Industry:
Outsourcing and Offshoring Consulting