Contact Centre Trainee (Midrand) at Civil Aviation Authority (SACAA)

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.

Customer Service

• Provide front line support – walk-in centre, contact centre and written correspondence.
• Provide customer services in line with the SACAA 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.
• Project and maintain a satisfactory image when dealing with clients.
• Ensure that all customer queries and complaints are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Send customer survey after every interaction

Administration

• Prepare documents
• Collate information for reporting
• Package documentation required for meetings and other departmental engagements
• Circulate required information and documentation throughout the department and keep accurate record thereof
• Receive and relay documentation and information to applicable recipients in the department
• Develop and maintain a proper filing system to ensure accurate retrieval of information as and when required
• Screen, classify and record documents for easy access and tracking
• Coordinate functions and meetings for the department
• Ensure all documents are properly filed
• Any ad hoc duties as required from time to time
• Track all customer enquiries 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.
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments
• Analyze statistics or other data as required by management

Quality Control

• Adhere to the approved quality assurance measurements.
• Adhere to the approved SLA’s

Requirements
EDUCATION

MINIMUM QUALIFICATION

• Grade 12
• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.

IDEAL QUALIFICATION

• Bachelor's degree in marketing, Communications, Consumer Studies, Business Administration, Management Studies or equivalent qualification.

EXPERIENCE

• 1 year experience in Call Centre or Client Services

CLOSING DATE:

• 11 April 2025