Marcia Sithole

Diligent Customer Service Agent with over 8 years of experience in the aviation sector. Expertise in resolving customer issues related to baggage, ticket sales and flight reservations through exceptional communication and problem-solving skills. Committed to enhancing customer satisfaction and operational efficiency, ready to leverage unique skills to contribute effectively in fast-paced environments.

Customer Service Agent at SAA (2012-05 – 2015-07)

• Captured passenger information on the system with precision.
• Monitored operations by collecting daily baggage statistics.
• Formulated monthly schedules to enhance operational preparedness.

Call Centre Agent at SAA (2015-08 – 2022-08)

• Receive and handle incoming calls on the switch board and radio communication to resolved issues related to lost baggage and damaged bags through exceptional customer service.
• Handled phone calls and 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.

Ticket Sales and Reservations Agent at South African Airways (2022-09 – 2025-07)

• 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.

Grade 12 (Matric) – Kwa Mgaga High School (1995-01 – 2000-12)