SACAA Contact Centre Trainee 2024 / 2025

SACAA Contact Centre Trainee 2024 / 2025

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SACAA Contact Centre Trainee 2024 / 2025

Deadline: 18 October 2024

Location: Midrand, South Africa

SACAA Contact Centre Trainee

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.

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

MORE OPPORTUNITIES:

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

Application

To apply, visit SACAA careers portal.

Closing Date: 18 October 2024

Careers Office is on Social media platforms for more updates, follow our WhatsApp channel.

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