Contact Centre Trainee
SACAA
2024/10/04   Midrand

Job Ref #: SA-212
Industry: Aviation
Job Type: Contract
Positions Available: 1
The South African Civil Aviation Authority (SACAA) has an exciting opportunity in the Corporate Services Division. We are looking for a talented individual with the relevant skills and experience who will work as a Contact Centre Trainee to o provide an end-to-end customer service to the SACAA clients and to improve the customer experience and customer satisfaction index.
Job Description

Overall, Purpose of the Job

To provide an end-to-end customer service to the SACAA clients. 
To improve the customer experience and customer satisfaction index.

Contact Centre

• Answer phones to respond to all inquiries made by SACAA clients. Must be able to handle 50- 70 incoming calls per day.
• Track all customer inquiries in the approved systems until queries are resolved. 
• Ensure that all customer queries are addressed as per agreed Service Level Agreement (SLA). 
• Liaison with clients to identify any information and service requirements - Provide first line information.
• Professionally respond to requests from both external and internal customers.
• Evaluate customer satisfaction through approved tools and systems.

Quality Control

• Record all queries and comply with all procedures which relate to the contact centre.  
• Adhere to the approved quality assurance measurements.
• Adhere to the approved SLA’s

Customer Satisfaction

• Project and maintain a satisfactory image when dealing with clients. 
• Ensure that all customer queries are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Sent customer survey after every interaction 

Administration

• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments 
• Analyse statistics or other data as required by management

 

Job Requirements

Minimum Requirements 

  • National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 6 qualification

Ideal Qualification:

  • Degree in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 7 qualification

Experience:

  • 1 year Call Centre or Client Service experience 

Closing Date: 18 October 2024

All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.