RSA Customer Experience Consultant
Job Location:
Johannesburg - South Africa
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
About Flight Centre Travel Group
Flight Centre Travel Group is one of the worlds largest travel companies with over 12000 employees globally - who we call Flighties. With over thirty brands under our family tree and headquarters in more than twenty countries our roles are diverse and our opportunities are endless. When we say were a great place to work we have the proof to back it up. Over the past 12 years weve been voted a Great Place to Work including one of the Best Workplaces for Wellbeing and Best Workplaces for Women. Together we live and breathe our number one philosophy our people and turn up each day driven by our purpose to open up the world for those who want to see. Put simply were a bunch of travel lovers looking for more travel lovers to join our family.
ABOUT THE OPPORTUNITY
- Handle escalated cases from the contact centre ensuring timely and accurate resolution.
- Investigate complex supply chain issues and coordinate solutions across departments.
- Provide guidance and support to frontline agents on processes and queries.
- Act as a key liaison between Supply Operations and stakeholders.
- Communicate updates resolutions and insights clearly and professionally.
- Build strong relationships with internal teams to facilitate smooth operations.
- Monitor high-priority cases and drive timely resolutions.
- Identify recurring issues analyse root causes and recommend process improvements.
- Utilise CRM systems and BI reporting tools to manage cases update records and track outcomes.
- Prepare reports on escalations trends and root causes for leadership review.
- Ensure data accuracy and compliance with operational standards.
- Contribute to initiatives that improve triaging accuracy and reduce escalations.
- Support training and knowledge-sharing activities for contact centre teams.
- Contribute to a safe inclusive and accessible work environment where all Flighties feel welcomed respected and supported to thrive.
- 2-3 years experience in customer service or supply chain including escalation handling.
- Strong verbal and written communication skills.
- Experience using CRM systems such as Salesforce and BI reporting tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Analytical mindset with strong problem-solving capabilities and attention to detail.
- Tertiary qualification in a relevant field.
Our award-winning work perks
- Flexible/hybrid working model - a mix of remote and office work.
- Discounted travel for family and friends- booked by our in-house travel team as part of Flight Centre Travel Group you have access to industry rates and discounts for you and your friends and family.
- Career progression as part of Flight Centre Travel Group with a global brand network spanning 30 brands and 20 countries you are empowered to create clear career pathways and have access to the training and support needed to achieve your goals.
- Fun culture with industry-renowned social events (think monthly award nights global conferences end-of-financial year balls more).
- Active Hour an hour set aside each week to spend on your well-being.
- Bronze-level health cash plan - claim cash back against a range of medical services including dentistry optical and chiropractic.
- Plus so much more (company-matched charitable giving excellent pension scheme an active hour each week etc.)
Our number one philosophy is Our people. Flight Centre Travel Groups promise is to provide an environment with equality of respect dignity and opportunity for all our employees. We value an inclusive and supportive workplace which reflects the diversity of our society.
Required Experience:
Contract
About Company
Embark on a fulfilling career journey with Flight Centre. Explore diverse roles, exceptional benefits, and professional growth opportunities
