Chat Agent Night Role including weekends shift times are between ( 6 am to 6pm)

Email :Lawrence.Molokomme@isonxperiences.com or Noluthando.Gquma@isonxperiences.com

JOB OBJECTIVE The Chat Agent is responsible for delivering exceptional customer service through real-time digital communication channels, assisting the airlines customers with inquiries related to bookings, flight changes, baggage, travel policies, and general account support. The role aims to enhance the overall customer experience by providing accurate information, resolving concerns efficiently and maintaining a professional and empathetic tone in all interactions.

KEY FUNCTIONS AND DUTIES

Customer Support a) Provide professional and efficient customer assistance via live chat platforms.

b) Address customer inquiries related to reservations, ticket modifications, flight status, baggage policies, travel requirements, and general airline policies.

c) Resolve customer concerns promptly while ensuring accuracy of information provided. d) Escalate complex issues to the appropriate department when necessary. Service Delivery e) Maintain high response time standards and manage multiple chat interactions simultaneously. f) Ensure first-contact resolution whenever possible.

g) Adhere to campaign service level agreements (SLAs) and operational guidelines. 1 Job Description April 2026 Quality and Compliance

h) Follow Spirit Airlines policies, procedures, and compliance standards.

i) Maintain quality assurance benchmarks including accuracy, tone, and professionalism.

j) Document all customer interactions accurately within CRM systems. Customer Experience

k) Demonstrate empathy, patience, and professionalism in all customer engagements

l) De-escalate customer concerns while maintaining a positive brand experience. m) Promote customer satisfaction and loyalty through effective communication. Operational Efficiency

n) Achieve daily productivity targets including chat handling time and resolution metrics.

o) Stay updated on airline promotions, policy changes, and service updates.

p) Participate in training, coaching sessions, and performance improvement initiatives.

q) Perform other duties as assigned. Key Performance Indicators (KPIs)

f) a) Customer Satisfaction Score (CSAT) b) Quality Assurance Score c) First Contact Resolution (FCR) d) Average Handling Time (AHT) e) Average Wait Time (AWT) Chat Concurrency / Productivity Targets g) Adherence to Schedule

JOB SPECIFICATION / COMPETENCIES Required Qualifications: 3 CSEC(s) inclusive of English Language/City and Guild Or Heart Trust NTA Certification in Contact Centre Operations or Customer Service Education: Minimum High School Diploma or equivalent Required Experience: 1 year experience in customer service or contact centre environment preferred (No job hopping) At least 6 months experience in chat support, digital customer service, or airline/travel industry is an advantage.

Required Competencies: Technical Skills- minimum 32 WPM typing Communication skills – minimum 85% on grammar assessment problem analysis and problem solving customer service orientation attention to detail Time management and multitasking Adaptability and resilience Team collaboration Accountability and professionalism Special Conditions Associated with the Job: - - - Required to work various hours / days (including weekends and public holidays) as required to handle job activities and responsibilities Ability to handle multiple chat conversations simultaneously Work in a fast-paced contact centre environment

Pay: R6 500,00 - R7 500,00 per month

Application Question(s):

• Able to work shift

Work Location: In person