South African Airways seeks proposals for comprehensive call centre services to support its global operations. The contract will span five years and requires multi-lingual capabilities across various customer service functions.
This tender invites qualified service providers to submit proposals for delivering call centre services for South African Airways. The successful bidder will be responsible for managing a 24/7, multi-skilled omni-channel contact centre, providing support in English, German, Portuguese, and French. Key responsibilities include handling reservations, customer inquiries, and loyalty program support, while ensuring compliance with regulatory standards and maintaining high service quality.
The scope of work encompasses inbound and outbound sales, ticketing assistance, and back-office support for various operational functions. Bidders must demonstrate relevant experience in managing large-scale contact centres and provide a detailed methodology for service delivery. The contract duration is five years, and bidders are encouraged to propose innovative solutions that enhance customer experience and operational efficiency.
This tender is suitable for established call centre operators and business process outsourcing companies with experience in multi-lingual customer service and a proven track record in the aviation or travel sectors.