Contact Centre Trainee position at the South African Civil Aviation Authority (SACAA)

Contact Centre Trainee position at the South African Civil Aviation Authority (SACAA)

DEADLINE: 06 May 2025

Job Description

To provide an end-to-end customer service to the SACAA clients through various communication channels such as phone, email and chat. To improve the customer experience and customer satisfaction index by handling customer enquiries, resolving issues and supporting the team in delivering high-quality service.

Responsibilities

Customer Service

• Handle incoming customer calls, emails, and online inquiries with professionalism and courtesy.
• Assist customers with enquiries regarding products and services, and account information.
• Accurately record and update customer details in the CRM system.
• Escalate complex issues to senior team members or appropriate departments.
• Work closely with other team members to meet service level targets and KPIs.
• Maintain up-to-date knowledge of company products, services, and policies.
• Ensure customer satisfaction through proactive problem solving and effective communication.
• Participate in ongoing training and development to enhance skills and knowledge.
• Provide feedback to improve customer service processes and systems.
• 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

• Collate information for reporting.  
• Package documentation required for meeting 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 files.
• 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
• Analyse statistics or other data as required by management

Quality Control

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

Requirements

• Grade 12
• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.
• Bachelor’s degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.
• 1 year experience in Call Centre or Client Service

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