Job Purpose
The Telesales role reports directly to the Team Leader: Groups.
The incumbent of this role is responsible for prompt and professional answering of incoming calls directed to the SAA Groups division and register and direct these accordingly.
Principal Accountabilities •Receipt and logging of Groups Sales requests directed to SAA Groups division (email or telephonically)
Principal Accountabilities •Receipt and logging of Groups Sales requests directed to SAA Groups division (email or telephonically)
•Register requests on HURON and update Register with customer details and relevant information and allocate an authority number and distribute among group CSA’s
•Provide assistance or advice regarding SAA divisions/products and important contact details for non-Groups Sales related queries, processes and documentation;
•Provide information to passengers as requested with regards to Groups Bookings
•Follow up on bookings, Checking availability on the system;
•Escalate queries as required to Groups CSA’s, Team Leaders or management
•Ensure management of processing and escalation of queries within Groups;
•Have detailed understanding of SAA products and procedures is required to allow quick and accurate advise and processing of queries;
•Workload may fluctuate based on number and complexity of requests and administrative tasks and therefore careful time management is essential
•Provide assistance or advice regarding SAA divisions/products and important contact details for non-Groups Sales related queries, processes and documentation;
•Provide information to passengers as requested with regards to Groups Bookings
•Follow up on bookings, Checking availability on the system;
•Escalate queries as required to Groups CSA’s, Team Leaders or management
•Ensure management of processing and escalation of queries within Groups;
•Have detailed understanding of SAA products and procedures is required to allow quick and accurate advise and processing of queries;
•Workload may fluctuate based on number and complexity of requests and administrative tasks and therefore careful time management is essential
Qualifications & Experience
Skills
•Grade 12 – essential
•Call Center Training Certificate
•Diploma or certificate in basic Computer / Microsoft office skills will be an advantage
•A minimum of 6 – 12 months experience
Knowledge & Attributes •Working understanding of SAA sales environment
•SAA product and process knowledge is an advantage
•Call centre experience would be an advantage
•Basic proficiency on GDS / CRS Systems (e.g. Amadeus or Galileo)
•Computer literate and proficient in the use of Excel, Word and Outlook
•Excellent communication skills (written and verbal)
•Analytical skills
•Problem solving
•Information processing skills
•Resource utilisation skills
•Call Center Training Certificate
•Diploma or certificate in basic Computer / Microsoft office skills will be an advantage
•A minimum of 6 – 12 months experience
Knowledge & Attributes •Working understanding of SAA sales environment
•SAA product and process knowledge is an advantage
•Call centre experience would be an advantage
•Basic proficiency on GDS / CRS Systems (e.g. Amadeus or Galileo)
•Computer literate and proficient in the use of Excel, Word and Outlook
•Excellent communication skills (written and verbal)
•Analytical skills
•Problem solving
•Information processing skills
•Resource utilisation skills
Skills
•Demonstrate the SAA values: Customer Focus; Accountability; Integrity; Safety; Excellence In Performance; Valuing Our People
•Attention to detail
•Listening and telephonic skills
•Emotional wisdom
•Willingness to learn
•Customer Orientation
•Time Management
•Team work
•Trustworthy, professional and reliable
•Flexible with regards to remit of work
•Attention to detail
•Listening and telephonic skills
•Emotional wisdom
•Willingness to learn
•Customer Orientation
•Time Management
•Team work
•Trustworthy, professional and reliable
•Flexible with regards to remit of work
How to apply for this:
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