Job Description

Job no:

529435

Brand:

Flight Centre Brand

Work type:

Full time

Location:

Johannesburg

Categories:

Sales and Customer Service




We're Hiring:

CUSTOMER EXPERIENCE EXPERT "CEE" (RSA and UK)

Do you have experience in a customer recovery role? Join

Flight Centre Travel Group (FCTG)

as a

Customer Experience Expert.

About the Role

As a

Customer Experience Expert

, you need to clearly articulate and demonstrate a passion to serve in every interaction with both our external and internal customers, as well as showcase your expertise, skill, intuitive nature and desire to provide extraordinary service during every touchpoint of the customer journey.



World-class service, ability to adapt to change, flexibility, empathy, a cool calm and collected demeanor and patience will ensure you succeed in this role.



This role often demands that the CEE go above and beyond what is traditionally required of them.


?

Key Responsibilities

Customer recovery:

Gather information, thoroughly investigate, probe, responsibly challenge, clearly communicate with all stakeholders, search for concrete solutions, and apply problem- solving techniques and out-of-the-box thinking.

Customer retention:

Make logical and sound recommendations, present flawless feedback, objection handle fairly and with empathy.

Customer experience:

Custodian of company's customer experience, articulate company culture during every touchpoint, responsibly challenge status quo and advocate for our customer, contribute to a frictionless customer eco-system.

Visa Desk:

Manage queries related to visa and travel requirements, by researching using reputable sources. Provide the business and internal customers with accurate visa information and clarity around travel regulations.

Crisis management:

Assist with ad-hoc tasks assigned in times of crisis. Duties may include managing customer lists, managing internal communication and managing queries.

Development:

Ad-hoc duties related to training & development of front end teams. Duties may include; facilitating training sessions, creating content for training material and posting on internal communication platforms, on customer-experience related training.

Customer feedback initiatives:

Ad-hoc duties related to Hello Peter, Trustpilot, Qualtrics (VOC) and Social Media. Duties may include; responding on these platforms and managing updates on these platforms. Distributing queries or compliments from these platforms.

After-hours:

Duties will include; managing after-hours queries by phone, monitoring and managing urgent customer emails and public platforms after-hours for any urgent customer concerns. Duties related to Hello Peter, Trustpilot, Qualtrics (VOC) and Social Media. Duties may include; responding on these platforms and managing updates on these platforms.

What We're Looking For

Matric or equivalent. Minimum of 3 years proven experience in a customer recovery role. Technical aptitude: ability to work in MS office and adapt to CRM tools. Exceptional critical thinking and problem-solving skills Experience in an inbound call centre or direct customer relations. Effective communication skills (written/verbal). Ability to thrive in a fast-paced and ever-changing environment. Ability to work within time constraints and in high pressure environments. Strong demonstration of emotional intelligence and self-awareness. Self-development via internal or external opportunities. Meticulous attention to detail.

#LI-JW1#FCB#LI-Onsite

Why Join Us?

At FCTG, you'll be part of one of the world's leading travel companies, known for our vibrant culture and commitment to growth. We offer:


A dynamic and collaborative work environment Opportunities for professional development and career progression The chance to make a real impact in shaping a growing brand

Location:

Johannesburg (Randburg Head Office )

Closing Date:

18 Jan 2026 (11pm)

Start Date:

TBA

Applications close:

18 Jan 2026 South Africa Standard Time