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Contact Centre Advisor - JNB

Posted: 21 Jan 2022 Closes: 7 Feb 2022
Johannesburg, South Africa Competitive
Permanent & Full-time VIR_CSA-JNB

Job Details

Salary: Competitive per month
Hours: 37.5 Monday - Friday
Location: ORT International Airport
Contract: Permanent
Closing Date: 7th February 2022

Many of our staff at Virgin work flexibly and in many different ways, including different core hours or remote working. Please talk to us at your application or interview stage about the flexibility you need. We can't promise to give you exactly what you want, but we are happy to explore what's possible for the role.


In a nutshell


While the airline industry has had an extremely challenging last 18 months, the Virgin Atlantic Cargo team has had a record-breaking year flying key routes, seeking new opportunities and helping our customers maintain their cargo flows. Over the last 18 months the team has introduced new products to support our Pharma services, new short-haul routes for intra-European markets and introducing cabin-loading for vital PPE shipments.

In this exciting role as Contact Centre Advisor, you'll ensure all communications through the Cargo Contact Centre are effectively and efficiently dealt with in accordance with departmental standards and the Virgin Atlantic brand. Ensuring that all general customer needs are fully met by hitting productivity, quality and service KPI targets.


Day to day


- Create, quote, amend and give routing advice for all cargo booking and quotation enquiries through voice and email channels in line with department KPI's. These include specialist products, for example the transportation of pharmaceuticals, Human remains, high value, or vulnerable shipments.

- Maximise every revenue opportunity though price negotiation, upselling, quote conversation and providing solutions to customers individual needs by working closely with Sales and Revenue Optimisation teams.

- Providing exceptional customer service using your knowledge of our network, product and service offering.

- Building relationships with customers as you will sometimes speak to the same person several times a day.

- Seek out new opportunities for the sales team by optimising call opportunities

- Liaise with internal departments to maximise Load Factors

- Plan flights for optimal revenue

- Support requests for tracking information, including pro-active notification of issues to key customers.

- Respond to and provide resolution to simple customer complaints or service failures, ensuring they are escalated where appropriate. Providing handling reports as requested by the customer.


About you


Do you have outstanding customer service skills with proven customer service experience? Then this could be the role for you.

Alongside the above we're looking for the following:

- Excellent interpersonal, communication and relationship building skills.
- A team player who has strong attention to detail.
- Highly organised with an ability to manage your workload efficiently.
- PC literate, strong writing skills
- Previous experience within an airline and/or cargo industry would be advantageous
- Previous contact centre and/or sales experience would be advantageous.
- An understanding of Cargo Revenue Management, Cargo systems and Aspect telephony is desirable.

If the above sounds like you, and you want to join us on our ambition to make Virgin Atlantic the Most Loved travel company and sustainably profitable, then we'd love to hear from you!


Be yourself - Our differences make us stronger


Our customers come from all walks of life and so do our colleagues. That's why we're proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, ethnicity, sexual orientation, disabilities, or religious beliefs. We celebrate difference, and everything that makes our colleagues unique, by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.

To make your journey with us accessible, and individual to you, we encourage you to let us know if you'd like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (Recruitment@fly.virgin.com) feeling confident that we've got your individual considerations covered.

You'll be assessed against our values for a selection of your interview process, learn more about them here: Our Values
If you would like help and advice about applying for this role please visit the Career Hive

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If you would like help and advice about applying for this role please visit the Career Hive