When Sema Malau first saw a hot air balloon, little did she know that two years later it would become her favorite hobby and she would become South Africa’s first black female balloon pilot.
Her journey began when Afrox South African Hot Air Balloon Championships of 2018 gave her the chance to see several hot air balloons in person. Then, as a marketing assistant and event organizer for the 2019 championships, she really learned the ins and outs of ballooning.
Sema’s goal when she takes guests up in the balloon is to make sure they have an amazing experience. And that’s the attitude she brings to her job as a customer resolution centre analyst for Ford South Africa. As a CRC analyst, she looks into various interactions and common customer concerns. Where there are recurring trends or quality issues, she reports those to the engineers and parts in the business to ensure everyone works together to make sure the customer voice is heard.
“Putting people first is my passion,” said Sema, who added on most weekends you will likely find her at the nearest aviation rally and event promoting ballooning to attendees and the media at large. She said is proud to be an ambassador for the company and the community, whether that’s creating an extraordinary experience for someone in her balloon, or someone in their Ford.
And while her current role can be challenging – people are generally calling to get help and not give thanks – there are memorable moments.
“It is rewarding to see the relief in the customer and to watch them go from one perception of Ford that maybe wasn’t positive, to seeing that Ford is committed to helping them find a solution” she said.
Her journey towards becoming South Africa’s first black female Hot Air Balloon Pilot was rewarding in many ways as well, Sema said.
“It revealed a confidence in me I didn’t know I had,” she said. “Commanding an aircraft certainly elevates one’s self-awareness. I was afraid of heights, but I found a calmness in ballooning.”
