Key Responsibilities - Servicing customers via voice and non-voice interactions - Handling inbound and outbound interactions primarily from PPS customers through the various available channels (e.g. Phone calls, Emails, Chats, PPS Connect) - Ensuring Customer Satisfaction (C-SAT) scores meet targets set out for the FY based on an established scorecard - Ad-hoc escalations assigned by Duty Managers or Team Leaders - Up to date product knowledge in order to deliver accurate and effective services - Ensuring Quality Assurance (QA) scores meet targets set out for the FY based on an established scorecard - Participation in Lighthouse activities - Active participation in the various Lighthouse ceremonies (e.g. Ideation workshops, building and test sprints, provision of feedback during daily standups etc.) Requirements / Qualifications - Diploma in any discipline. - Customer oriented, IT proficient and a team player. Keen ability to comprehend, capture, as well as interpret basic customer information with ability to manage difficult customer situations to respond promptly to the needs of the customer. - A sound knowledge of telephone etiquette, good written and verbal communication skills will be an advantage. - Ability to work under pressure and be able to adapt quickly in response to changes in our fast-moving environment. - Shift work will be required. Preferred / Nice to have - Telephone etiquette knowledge, good written/verbal communication skills "will be an advantage" Selection process / Benefits (if stated) - Candidate will undergo a month of training in reservations and customer relationship systems to deliver our service excellence commitment to our customers. ---