Marcia Sithole
Gauteng
Summary
Customer service professional with 8+ years in aviation, specializing in resolving baggage, ticket sales, and flight reservation issues. Proven track record in enhancing customer satisfaction through exceptional communication and problem-solving skills. Committed to operational efficiency in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Ticket Sales and Reservations Agent
South African Airways
09.2022 - 07.2025
- Issuing flight tickets, processing payments securely and managing cancelations and reissuing of flight tickets.
- Advising clients on travel policies, Visa requirements and specific service options.
- Handling enquiries for flights, hotel rooms or tours.
- Suggesting additional services like travel insurance, car rentals or luxury flights upgrades to enhance the customer experience.
- OR Tambo international Airport
Customer Service Agent
SAA
07.2015 - 07.2020
- Captured passenger information on the system with precision.
- Monitored operations by collecting daily baggage statistics.
- Formulated monthly schedules to enhance operational preparedness.
- OR Tambo International Airport
Call Centre Agent
SAA
05.2012 - 07.2015
- Receive and handle incoming calls on the switch board and radio communication to resolve issues related to lost baggage and damaged bags through exceptional customer service.
- Responding to emails regarding baggage status efficiently.
- Documented all claim details accurately for streamlined tracking and communication.
- Processed claims for damaged baggage or lost items, calculating applicable compensation.
- Provided updates to passengers on claim status and expected delivery times.
- OR Tambo International Airport
Education
Grade 12 - Matric
Kwa Mgaga High School
Umlazi12-2000
Skills
Reservation system proficiency
Telephone communication
Travel arrangement coordination
Client engagement techniques
Timeline
Ticket Sales and Reservations Agent
South African Airways
09.2022 - 07.2025
Customer Service Agent
SAA
07.2015 - 07.2020
Call Centre Agent
SAA
05.2012 - 07.2015
Grade 12 - Matric
Kwa Mgaga High School