Customer Service Advisor
Huntswood
Durban, KwaZulu-Natal
Permanent
Posted: 29 April 2026
Closing Date: 08 May 2026
Role Overview
A fast-paced contact centre environment is seeking a Customer Service Advisor with a passion for travel and strong customer engagement skills. The role involves handling customer interactions across multiple channels including phone, email, live chat, and social media.
The successful candidate will deliver high-quality customer service, support sales conversions, and ensure a smooth end-to-end customer journey.
Key Purpose of the Role
To provide exceptional customer service across all communication channels, build strong customer relationships, and support sales and service operations within a travel-focused contact centre environment.
Key Responsibilities
Customer Service Excellence
- Deliver world-class customer service with first-contact resolution
- Manage customer interactions from enquiry through to post-travel follow-up
- Build strong and lasting customer relationships
- Support sales conversion efforts and assist where service issues arise
Customer Journey Management
- Guide customers through the full travel booking process
- Provide accurate and helpful travel-related information
- Ensure a smooth and positive customer experience at every stage
Problem Solving & Product Knowledge
- Understand internal processes and systems to resolve queries efficiently
- Provide accurate advice and solutions in real time
- Continuously develop travel product and service knowledge
- Share insights to improve customer experience and processes
Communication & Multi-Channel Support
- Handle customer queries via phone, email, chat, and social media
- Maintain professionalism across all communication channels
- Manage multiple systems simultaneously while assisting customers
Performance & Sales Support
- Support package sales conversions where required
- Contribute to achieving service and sales performance targets
- Maintain high productivity in a target-driven environment
Minimum Requirements
- At least 6 months experience in a travel or sales-related role
- Experience in a customer service environment
- Strong IT skills and ability to work across multiple systems
- Passion for travel and customer engagement
- Strong communication skills (written and verbal)
- Ability to multitask and work under pressure
Key Competencies
- Strong customer service orientation
- Problem-solving and decision-making ability
- High attention to detail
- Ability to work in a fast-paced environment
- Time management and prioritisation skills
- Strong interpersonal and communication skills
- Sales and conversion mindset
- Adaptability and resilience
Personal Attributes
- Positive and energetic attitude
- Self-motivated and results-driven
- Friendly, empathetic, and professional
- Team player with collaborative mindset
- Reliable and accountable
- Continuous learner
Benefits
- Medical insurance
- Group life cover
- Attendance bonus (up to R1,750)
- KPI performance bonus
- Free breakfast on Mondays
- Supportive and people-focused work culture
Core Behaviour Expectations
- Dependable, reliable, and consistent
- Driven and passionate about performance
- Collaborative and team-oriented
- Professional integrity in all interactions
- Customer-first mindset in every situation
Role Objective
To deliver outstanding travel-related customer service experiences while supporting sales, resolving queries efficiently, and ensuring customer satisfaction across all communication channels.
