Contact Centre Traineeship at SACAA
DEADLINE: 11 April 2025
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
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