Client Service Officer at Civil Aviation Authority (SACAA)

Description
Front Line

• Provide customer services as per the policies and procedures of the Client Relationship Management section. Track all customer queries in the approved CRM system until queries are closed. Professionally respond to requests from both external and internal customers.Evaluate customer satisfaction through approved tools and systems.

Quality Control
Record all queries and follow (comply with) all procedures which relate to client service, as per the ISO and other company and legal requirements. Take corrective action to rectify deficiencies within Client Services

Customer Satisfaction

• Provide client services in a manner that enhances organisational image.Ensure that all customer queries are addressed as per agreed SLA’s and are logged on the approved CRM system. Identify areas for improvement to improve customer satisfaction (and perception).Implement the end-to-end customer process map.

Supervision and Training of Entry Level Client Services Officers

• Supervise and train entry level client services officers to enable them to perform all aspects required in terms of their key performance areas.

Liaison and Coordination

• Liaison and networking with clients to identify any information and service requirements.

Requirements
Minimum Qualification:

• Grade 12 and a post Matric qualification in Customer Relationship Management / Marketing / Public Relations / Business Studies or related qualification

Ideal Qualification:

• National Diploma in Customer Relationship Management / Marketing / Public Relations / Business Studies or related qualification.

Experience:

• 2-3 years Client Services experience

Closing Date: 01 November 2023