Client Service Officer (Midrand) at Civil Aviation Authority (SACAA)

Description
OVERALL PURPOSE OF THE JOB

• To assist in the establishment and implementation of the client/customer service system, and implementation of the SACAA Customer process map

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.