RSA Helio Support Customer Experience Specialist
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.
- Handle escalated cases from the contact centre ensuring timely and accurate resolution.
- Investigate complex supply chain issues and coordinate solutions across multiple departments.
- Provide guidance and support to frontline agents on processes and customer 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 customer-focused outcomes.
- Maintain clear and consistent communication with stakeholders across the business.
- Identify recurring issues analyse root causes and recommend process improvements.
- Use CRM systems and BI reporting tools to manage cases track resolutions and maintain accurate records.
- 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.
- Share feedback and insights to enhance operational workflows and customer experience.
- Support training and knowledge-sharing initiatives within contact centre teams.
- Contribute to a safe inclusive and accessible work environment where all Flighties feel welcomed respected and supported to thrive.
- 2 to 3 years experience in customer service or supply chain environments.
- Experience handling escalated customer or operational cases.
- Strong verbal and written communication skills.
- Experience using CRM systems such as Salesforce.
- Experience using BI reporting tools.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong analytical problem-solving and attention-to-detail skills.
- Tertiary qualification in a relevant field.
- Advanced relationship-building collaboration communication leadership and problem-solving skills.
- Customer-centric mindset with strong business acumen and time management capability.
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).
- Plus so much more (company-matched charitable giving excellent pension scheme an active hour each week etc.)
Required Experience:
IC
About Company
Embark on a fulfilling career journey with Flight Centre. Explore diverse roles, exceptional benefits, and professional growth opportunities
