Job Opportunities at Civil Aviation Authority (SACAA)

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.

General 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

Requirements

Minimum Requirements 

• Grade 12, with a National Diploma or Bachelor's degree in Marketing, Business Managements or Client Services related qualification

Closing Date: 31 May 2023

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OVERALL PURPOSE OF THE JOB

• To ensure completeness of all SACAA’s streams of revenue.

Ensure completeness of Revenue

• Ensure completeness of collection of the Passenger Safety Charge
• Conduct in loco and electronic Inspections of airline operators to verify passenger numbers submitted to SACAA against relevant passenger manifests.  
• Co-ordinate and assist with the bi-annual fuel levy audits
• Reconcile operational department activities and Great Plains sales figures monthly to ensure completeness of User Fees.

Control Environment (Reconciliation)

• Update report on comparison between Passenger Safety Charge Returns submitted to SACAA and data from ACSA and Non-ACSA airports.
• Daily Check and post of sales and receivables transactions into relevant accounts

Client Interaction

• Project a satisfactory image of the CAA in dealing with mailed, telephonic or personal interactions.
• Ensure that internal and external service delivery standards are met.

Requirements

EDUCATION (FORMAL QUALIFICATION REQUIRED)

Minimum

• Degree in Finance / Financial management or equivalent NQF level 7 related qualification

Ideal

• BCOM Accounting or Audit
• Post graduate qualification in accounting and auditing.

EXPERIENCE

• 4 years experience in Revenue or Auditing function
• Great Plains, Excel, Credit Control experience would be advantageous. 

Closing date: 03 June 2023

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OVERALL PURPOSE OF THE JOB

• To help develop and implement a customer service strategy, relevant policies and procedures for the organisation.
• To build and maintain healthy and effective relationships with key customers by evaluating customer satisfaction and implementing solutions to improve service delivery.  

CUSTOMER SERVICE STRATEGY, POLICY AND PROCEDURES

• Facilitate the development of the customer service strategy, policies and procedures
• Implement the customer service plan

CUSTOMER SERVICE PROCESS MAP

• Implement and ensure compliance with the CS process map.
• Develop procedures customers can use to communicate with the organisation effectively
• Introduce Service Level Agreements for all customer points within the organisation and ensure compliance to the same
• On-going engagement with internal departments to improve customer service standards

CUSTOMER SATISFACTION MEASURING TOOL/SYSTEM

• Procure a Customer Satisfaction tool/system
• Generate on-going reports on the level of customer satisfaction
• Devise strategies for improving customer satisfaction in consultation with relevant stakeholder’s organisation-wide
• Analyse statistics or other data to determine the level of customer service the organisation is providing

MANAGE CUSTOMER SERVICE STAFF

• Manage performance through PMS contracting
• Skills development

MANAGE CLIENT QUERIES

• Implement the CRM solution to address customer queries/complaints and timeous closure of the same

Requirements

Minimum Qualifications:

• National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or a related NQF 6 qualification.

Ideal Qualifications:

• Degree or Post-graduate qualification in Business Studies; Consumer Studies; Management Studies; Marketing or an equivalent qualification.

Experience:

• 5-7 years Customer Relationship Management
• 5-7 years Business Management

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OVERALL PURPOSE OF THE JOB

• To provide database security and application stability through effective management and administration of organisational databases.

Database Management

• Provide and ensure adequate support on operating systems, database, servers and different applications.
• Manage and administer database access and permissions.
• Analyse system performance patterns and anti-patterns in the business environment to identify opportunities for improvements.
• Identify optimizations and improvements in technology & process in the current database and build infrastructure platforms to drive service quality.
• Define and implement data management procedures.
• Coordinate with system analysts to customize and optimize database solutions.
• Develop and deploy methodologies for testing performance and providing performance statistics and reports.
• Manage and monitor database management tool.

Maintenance of the Database Content

• Test new databases and configurate new software and applications that work off that database.
• Back up the databases systems for recovery scenarios
• Conduct benchmarking against SACAA current designs against related industry standards or best practices technology.
• Ensuring all database infrastructure components are maintained, upgraded and within support & maintenance cycles.
• Develop and maintain system and database development polices and standards. 
• Identify, devise and implement security measures with regard to viruses and other threats.
• Conduct tests on new databases, ensure configuration of new software’s and applications that work off the same database.

Liaison and Coordination

• Liaise with external companies/contractors/suppliers and internal clients to coordinate services and future options.
• Liaise with external suppliers. 
• Liaise with external clients on projects.

Operational Support

• Ensure all business processes under design are compatible with database structures.
• Test all systems upgrades and changes prior to implementation.
• Provide application support.

Requirements

Minimum Qualification

• National Diploma in IT or Related NQF level 6 Qualification

Ideal Qualification

• Related Degree and or Microsoft Certified Database certificate or Programming Language Certificate

Experience

• 5 years Database Administration or Application Support

Closing Date: 02 June 2023