Customer Service Agent – FlySafair (Durban Base)
Location: Durban, KwaZulu-Natal
Company: FlySafair (Safair Operations Pty Ltd)
Job Type: Permanent
Reference: PassengerServices_TicketSales_DUR_01
Closing Date: Not Specified
Salary: Market-related
About FlySafair
FlySafair, one of South Africa’s most trusted low-cost airlines, continues to set the benchmark in affordable and reliable air travel. Known for its outstanding on-time performance and friendly service, FlySafair is expanding its operations in Durban and inviting passionate, customer-focused individuals to join its growing team.
If you thrive in a dynamic airport environment and love working with people, this is your opportunity to become part of a professional airline that values integrity, teamwork, and excellence.
Role Overview
The Customer Service Agent serves as the face of FlySafair at the airport. Your role will involve helping passengers with flight bookings, check-in, ticket sales, and travel queries — ensuring every traveler receives the best possible customer experience.
This position demands attention to detail, clear communication, and the ability to stay calm under pressure, especially during peak travel times or operational disruptions.
As part of the Passenger Services Department, you will contribute directly to maintaining the airline’s commitment to safety, efficiency, and exceptional service delivery.
Key Responsibilities
As a Customer Service Agent at FlySafair, you will be responsible for:
- Assisting passengers with ticket sales, bookings, cancellations, and itinerary changes.
- Providing accurate information on airline rules, procedures, baggage policies, and flight schedules.
- Handling customer complaints, delays, and disruptions professionally and empathetically.
- Escalating complex or sensitive cases to supervisors or managers for resolution.
- Maintaining confidentiality of passenger data and adhering to company policies on information security.
- Ensuring compliance with all aviation safety and regulatory standards.
- Delivering consistent, high-quality service that reflects FlySafair’s brand values.
- Supporting team members during high-volume travel periods and special operations.
This is a fast-paced, people-focused position that requires quick problem solving, teamwork, and professionalism at all times.
Minimum Requirements
To qualify for this exciting opportunity, applicants must meet the following criteria:
- Grade 12 / Matric certificate or equivalent qualification.
- Previous airport or airline experience will be a strong advantage.
- Must be willing and able to work shift patterns, including weekends and public holidays.
- Computer literacy with proficiency in Microsoft Office (Word, Excel, and Outlook).
- Excellent verbal and written communication skills.
- Strong telephone etiquette and customer interaction abilities.
- Ability to manage stressful situations calmly and effectively.
- Clear criminal and credit record.
Preferred Skills and Competencies
- At least 1 year of experience in ticketing, check-in, or customer service within a travel or aviation environment.
- Understanding of reservation systems or passenger handling procedures.
- Multilingual communication skills are an advantage.
- Professional appearance, punctuality, and high ethical standards.
- A positive attitude, flexibility, and reliability.
Personal Attributes
FlySafair seeks individuals who are:
- Customer-oriented — passionate about assisting people and solving problems quickly.
- Trustworthy and discreet — capable of handling sensitive passenger information.
- Resilient — able to perform effectively under pressure or during irregular operations.
- Team-oriented — collaborative, supportive, and respectful to colleagues and customers alike.
- Detail-focused — ensuring accuracy in documentation, bookings, and reporting.
Working Conditions
The position is based at King Shaka International Airport (Durban).
Applicants must be prepared to:
- Work irregular hours, including early mornings, late evenings, weekends, and public holidays.
- Perform duties in a fast-moving, customer-facing environment.
- Maintain a professional appearance and comply with uniform and grooming standards.
All successful candidates will undergo relevant airport and security clearance checks as part of the hiring process.
Why Join FlySafair?
FlySafair offers a workplace where you can grow, learn, and make a difference. You will be joining a team that:
- Values integrity, accountability, and excellence in every interaction.
- Provides opportunities for career development and internal promotions.
- Encourages continuous learning and professional training.
- Promotes diversity and equal opportunity in recruitment and advancement.
- Offers a supportive environment where every team member contributes to the airline’s success.
If you’re looking for a rewarding career in aviation where every day brings new challenges and exciting experiences, FlySafair is the perfect fit.
How to Apply
Applications must be submitted online only through the official FlySafair careers portal
Steps to apply:
- Search for the vacancy titled “Customer Service Agent – Durban Base (Ref: PassengerServices_TicketSales_DUR_01)”.
- Complete the online application form carefully.
- Upload your:
- Updated CV
- Certified Matric certificate
- Any supporting documents relevant to the position
Email applications will not be accepted. Only online submissions will be processed.
Important Notes
- Preference may be given to candidates from designated groups in line with the company’s Employment Equity Policy.
- If you have not heard back from FlySafair within two weeks after the closing date, please consider your application unsuccessful.
- The airline reserves the right not to make an appointment should suitable candidates not be found.
Take Off with FlySafair!
This is your chance to be part of one of South Africa’s most respected airlines. Join a team that connects people, places, and opportunities — while growing your career in the aviation industry.
If you have the passion, professionalism, and people skills to deliver excellent customer service, apply today and help FlySafair keep South Africa flying safely and smoothly.
