Contact Centre Agent (Centurion) at Civil Aviation Authority (SACAA)

Overall Purpose Of The Job

• The Contact Centre Agent serves as the primary point of contact for SACAA clients, delivering prompt, accurate information and ensuring outstanding customer experience in line with our Service Level Agreements (SLAs).

Contact Centre - Client Engagement & Enquiry Management

• Handle 50–70 inbound calls daily, courteously and efficiently.
• Log and track all client interactions in the CRM until full resolution.
• Provide first-line information, clarifying client needs and directing more complex issues to specialist teams when necessary.
• Uphold agreed SLAs, ensuring every enquiry is responded to within the defined Service level standards.

Quality Assurance & Compliance

• Accurately record all customer interactions and adhere strictly to Contact-centre procedures.
• Meet or exceed internal quality-assurance benchmarks on every call.
• Monitor personal SLA adherence and proactively address any potential delays.

Customer Satisfaction & Feedback

• Project a professional, friendly image in every interaction, enhancing SACAA’s reputation.
• After each call, dispatch a brief customer-satisfaction survey and analyze responses to identify service-improvement opportunities.
• Collaborate with management to refine processes based on feedback and performance metrics.

Administration & Reporting

• Maintain comprehensive, accurate records of all discussions and correspondence.
• Interface seamlessly with internal departments—escalating unresolved issues and providing updates.
• Compile and analyze call-volume statistics and other performance data for management review.

Requirements
MINIMUM QUALIFICATION

• Grade 12 and National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification

IDEAL

• Degree in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification

EXPERIENCE

• 2-3 years Call-center or Client-services  experience
• Prior exposure to CRM systems and quality-assurance frameworks would be advantageous

Closing Date: 23 July 2025